Work Schedule

Second Shift (Afternoons)

Environmental Conditions

Office

Job Description

Job Summary:

Responsible for inbound call traffic into Thermo Fisher Microbiology Division (MBD) Customer Service from internal and external customers in a contact center environment. Provide accurate and timely order entry, schedule agreement support, and resolutions to external and internal customers. Handles inbound-related calls, including tracking, order status, notifications, and escalated issues. Handles customer order concerns by providing world-class customer service and meeting customer scheduling expectations. The ideal candidate has experience in a high-volume call environment, and can prioritize several tasks throughout the day, and has a proven track record of being part of a high-performing team.  

Schedule: Monday through Thursday, 9:30 AM to 6 PM, Friday, 8:30 AM to 5 PM

Key Responsibilities:

Ability to speak and write fluently in both English and French is a plus.Handle inbound phone calls, providing timely and accurate information to customers in a high call center environment.Handles and responds to all inquiries of customer problems, orders, and general inquiries for all issues related to order fulfillment, including schedule agreement changes and delivery timelines. Inquiries occur via a variety of channels – including phone, e-mail, or other channels.Efficient and accurate entry of orders.Owns customer issues, resolves complex customer inquiries, and works with a wide range of team members, including Operations, Technical Support, Logistics, Purchasing, Sales, and Marketing to ensure timely issue resolution.Provide customer account management to ensure satisfaction and business objectives are met.Support and work alongside A.I. technology like Esker order management and Gene.AI.Strives to exceed set service levels and Individual/Department/Company Targets.Handles all queries within the established process.Communicate proactively with the assigned customers, sales team, and internal personnel regarding product availability, supply chain delays, or other issues.Reallocate products based on inventory levels to meet scheduling agreement requirements as needed.Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodologyParticipates with team members to improve communications, accountability and team successParticipates in the departmental training plan and owns their personal developmentEffectively plans and prioritizes workload every day to avoid backlogs.Swivel between inbound calls, emails, and order entry when neededThe leadership team may assign tasks when business dictates

Minimum Requirements/Qualifications:

High school graduate or equivalent required; an associate degree is preferred2+ years of related Customer Service experience requiredDemonstrate a solid understanding of personal computer applications such as Microsoft Office Tools. Knowledge of ERP SystemsAbility to identify, tackle problems, and multi-taskAbility to diffuse customer dissatisfactionDetail orientedBeginner level with ExcelTroubleshooting experienceTakes initiativeTeam oriented