[Remote] Sr. Customer Service Representative at Thermo Fisher Scientific

North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life Sciences, HealthcareIndustries

Requirements

High school diploma or GED equivalent
2 years of customer service/call center experience
Possess communication skills, written and verbal, to clearly express ideas, share technical information, communicate with customers and various levels of the organization, write procedures, and develop plans
Possess analytical and critical thinking abilities to evaluate, interpret information and procedures, and make timely decisions in a fast-paced, changing work environment
Possess interpersonal skills to meet deadlines and assist staff in multi-tasking
Be able to apply good judgment and decision-making skills in taking care of a variety of routine and non-routine issues
Self-motivated, stress and pressure resistant, and a quick learner
Intermediate proficiency in computer applications (e.g., Microsoft Word, Outlook)
Ability to produce accurate high-quality work with attention to detail
Ability to work well both independently and within a team environment
Ability to work overtime as decided by workload
Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement

Responsibilities

Directly collaborate with customers to coordinate the scheduling of service
Establish confirmation communications with the customer as well as post-service courtesy calls
Coordinate and track scheduling timeline with Field Service
Adhere to Thermo Fisher Scientific protocols, consistencies, and procedures
Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded
Provide world-class level of customer service to existing and new customer base
Interface closely with sales, service, and management to ensure customer satisfaction is increased
Effectively communicate and exchange information among team members
Manage orders from multiple sources (fax, phone, EDI, and web)
Validate orders for compliance and accuracy; work with channel partner or direct customer to correct order discrepancies
Follow up and resolve all open orders assigned
Enter orders into Thermo Fisher system
Assist customers requesting equipment service repair as received through incoming telephone calls and email
Validate product warranty/contract/billable status
Verify customer account information to assure proper billing and worksite; if incorrect, obtain required changes and communicate to Service Database Representative for installation move/correction
Responsible for obtaining purchase order for billable service
Ensure service orders are dispatched to trained FSE or ISO in accordance to Field Service FSE Skills Matrix and Region
Coordinate the service scheduling process through service completion
Facilitate customer concerns of issues if vital; drive customer solutions

Skills

Key technologies and capabilities for this role

Customer ServiceOrder ManagementScheduling CoordinationEDIWarranty ValidationAccount VerificationTelephone SupportEmail Support

Questions & Answers

Common questions about this position

What experience is required for the Sr. Customer Service Representative role?

A high school diploma or GED equivalent and 2 years of customer service or call center experience are required.

What key skills are needed for this position?

Strong communication skills (written and verbal), analytical and critical thinking abilities, and interpersonal skills for multitasking in a fast-paced environment are essential.

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

This is an office-based role with standard Monday-Friday hours.

What is the company culture like at Thermo Fisher Scientific?

The culture emphasizes meaningful work with global impact, collaboration with customers and teams, and achieving customer satisfaction while advancing science for a healthier world.

What makes a strong candidate for this role?

Candidates with proven communication, analytical thinking, and interpersonal skills who can handle fast-paced multitasking, coordinate service scheduling, and drive customer solutions will stand out.

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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