Customer Service Rep II at Thermo Fisher Scientific

Lenexa, Kansas, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, DiagnosticsIndustries

Requirements

High School Diploma or equivalent required; Associate’s or Bachelor’s degree preferred, or equivalent experience
2+ years in customer service, order management, or account coordination, ideally within life sciences, diagnostics, or a related industry
Proficiency in SAP, Salesforce, Esker, and Microsoft Office Suite (Excel, Outlook, Teams)
Strong written and verbal communication skills with a focus on clarity, empathy, and responsiveness
Ability to read and speak French preferred
Proven ability to manage monitored or strategic accounts and handle complex, high-volume orders
Strong data tracking, reporting, and order documentation skills

Responsibilities

Process and manage complex customer orders, including recurring and scheduled shipments, ensuring 100% order accuracy and on-time delivery
Maintain direct communication with monitored accounts via phone and email to address inquiries, resolve issues, and provide updates
Coordinate with Sales, Operations, and Technical teams
Conduct regular account touchpoints, including preparing and sending weekly backorder reports, product availability updates, and shipment status reports
Utilize systems including SAP, Esker, Salesforce, and internal databases for order tracking, entry, and reporting
Support Sales Associates with order changes, escalations, and custom requests
Manage incoming customer care calls and ensure timely response and documentation
Collaborate with cross-functional teams to ensure service-level compliance and customer satisfaction

Skills

Key technologies and capabilities for this role

SAPSalesforceEskerMicrosoft ExcelMicrosoft OutlookMicrosoft TeamsCustomer ServiceOrder ManagementFrench

Questions & Answers

Common questions about this position

What benefits are offered for this position?

The company offers competitive remuneration and an annual incentive plan.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What technical skills are required for this role?

Proficiency in SAP, Salesforce, Esker, and Microsoft Office Suite (Excel, Outlook, Teams) is required, along with strong data tracking, reporting, and order documentation skills.

What is the company culture like at Thermo Fisher Scientific?

The culture empowers development, supports continual growth and learning, and thrives in a fast-paced, collaborative environment.

What experience and education are needed to be a strong candidate?

A High School Diploma or equivalent is required, with Associate’s or Bachelor’s degree preferred; 2+ years in customer service, order management, or account coordination, ideally in life sciences, plus strong communication skills.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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