Sr. Customer Service Representative

Senior Customer Service Representative

At Thermo Fisher Scientific, you'll do meaningful work that makes a global impact. Join a team committed to helping customers make the world healthier, cleaner, and safer. From advancing scientific research to supporting life-changing innovations, our employees play a vital role in solving some of the world's toughest challenges while growing their careers in a collaborative environment.

We are seeking a Senior Customer Service Representative to provide exceptional support throughout the customer journey. In this role, you will manage order processing, customer inquiries, quotations, and data maintenance while partnering with teams across Logistics, Manufacturing, Finance, and Sales to ensure a seamless customer experience. Success in this position requires strong attention to detail, excellent communication skills, and a customer-first mindset.

This position is 100% on-site at 2 Radcliff Road, Tewksbury, MA. Attendance in the office is required 5 days per week. Relocation assistance is not available for this role.

Key Responsibilities

• Process customer orders accurately and efficiently from order entry through delivery.
• Respond to customer and internal inquiries regarding orders, product availability, pricing, shipping, billing, and documentation.
• Resolve order-related issues by collaborating with internal stakeholders and business partners.
• Monitor customer accounts and order backlogs, proactively communicating delays and alternative solutions when needed.
• Coordinate with Logistics, Manufacturing, and third-party vendors to support timely order fulfillment.
• Partner with Finance to resolve Accounts Receivable and Accounts Payable inquiries.
• Support customer feedback initiatives, including CAS surveys.
• Participate in process improvement activities and help maintain operational excellence.
• Meet established KPIs, SLAs, and quality standards.
• Ensure compliance with company policies, procedures, and documentation requirements.
• Prepare routine reports and perform additional duties as assigned.

Qualifications

Minimum Qualifications

• High School Diploma or GED required.
• Minimum 2 years of customer service experience in a shared services, manufacturing, or office environment.
• Strong written and verbal English communication skills.
• Proficiency with Microsoft Office applications.

Preferred Qualifications

• Degree in Business Administration, Science, or a related field.
• Experience with ERP and CRM systems.
• Strong organizational, problem-solving, and multitasking skills.
• Ability to manage customer escalations professionally and effectively.
• Proven ability to meet performance metrics and service levels.
• Strong attention to detail and commitment to data accuracy.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Positive, proactive approach with strong relationship-building skills.

Compensation and Benefits

The hourly pay range estimated for this position based in Massachusetts is $18.54–$27.81.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount