General Summary Statement:
Under the general direction of the Customer Service Manager, provide phone or written response to our dealers or end users in a professional and helpful manner. The Customer Service / Call Center Representative works in conjunction with the Customer Service Manager to insure customer satisfaction and the execution of ‘Best Practices” within Customer Care. The Care Representative interacts with all customers (Direct Customers, Sales Distributors, and internal departments) to handle a variety of pre-sale and post-sale Customer Care and Distribution functions as required.
Answer and respond to incoming customer communication, following through to completion and always demonstrating effective communication.
Record and follow-up on customer orders, including the tracking of orders, ensuring complete customer satisfaction.
Listen to customer concerns, effectively diffuse dissatisfaction, and quickly identifies a course of action with a goal of first call resolution within established turnaround times.
Gathers and disseminates information and pursues a course of action for timely resolution. Investigates customer orders by contacting other departments, supervisors, sales, suppliers, business and channel partners.
Analyzes and resolves customer concerns using established procedures. Examines pertinent information to determine validity of customer complaint and to determine responsibility for errors and resolution, throughout the order process.
Assist and support Sales teams and Distributors as required, throughout the order process.
Investigates overdue and damaged shipments or shortages in shipments already received, and creates preventative processes within the order process.
Responsible for product knowledge, keeping informed of current merchandise.
Keeps informed of current Customer Care operating policies and procedures.
Takes initiative to contact and follow-up with customers regarding past orders and/or to offer suggested replacements.
Maintain accurate, organized customer files, including documentation of important verbal discussions, issues and customer requests, throughout the order process.
H.S. Degree required, College Degree preferred with 2-4 years Customer Service experience. The individual should be self-motivated, quick learner, and obtain the ability to develop and maintain constructive working relationships within and outside of the Company.
Strong interpersonal and organizational skills. Ability to work with minimum supervision. Ability to set priorities and make decisions in a dynamic work environment. Detail- orientated, and highly accurate, with excellent follow-up skills.
Excellent written and verbal communication skills. Excellent problem solving skills.
Proficient in MS Office (Word and Excel), MS Outlook, office equipment, mainframe and shipping systems.
Thermo Fisher Scientific - 10 months ago
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Thermo Fisher Scientific’s 50,000 employees share a single mission: to enable our customers to make the world healthier, cleaner and...