Customer Care Representative II
Company: Thermo Fisher Scientific
Location: Logan
Posted on: January 14, 2021
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Job Description:
Job DescriptionWhen you're part of the team at Thermo Fisher
Scientific, you'll do important work, like helping customers in
finding cures for cancer, protecting the environment or making sure
our food is safe. Your work will have real-world impact, and you'll
be supported in achieving your career goals. How will you make an
impact? As a Customer Care Representative you will perform a
variety of tasks in order to support the efforts of assigned Sales
Representatives. You will be responsible for establishing and
maintaining profitable relationships with key customers on behalf
of the company by taking complete responsibility in maintaining
that customer needs are met. What will you do? * Customer
Allegiance * Manage and influence customer satisfaction by
demonstrating tact, sensitivity, and professionalism. * Develop
working relationships and assist Sales Representatives through
careful review of their open orders making appropriate follow up
calls/e-mails and offering pre and post customer service for
complex custom orders. * Process customer orders in a courteous,
efficient, accurate, and timely manner. * Organize workflow to meet
customer deadlines. * Effectively present and discuss products and
services of the company to current and prospective customers in a
way that conveys an image of quality, integrity, and superior
understanding of our products and services. * Respond to customer
complaints and concerns immediately and facilitate mutually
agreeable resolutions. * Order Management * Communicate effectively
with other departments to guarantee that customer requirements are
met. * Support strategic sales plans and marketing strategies
outlined by the Associate Director of Commercial Operations. *
Process/System Efficiencies * Follow systems and procedures
outlined in company manuals, staff meetings, intranet, and e-mails.
Ability to learn, embrace, and retain specific order management
procedures and to follow instructions and policies related to order
management. * Ability to effectively utilize a networked telephone
system. Meet established goals for telephone calls and volume of
order entry. * Teamwork * Participate as a key team player by
supporting other Customer Care representatives as needed. Possess
excellence in organization and team management skills. * Strong
ability to work as a team, collaborate with colleagues and share
workload as needed to provide quality customer support. How will
you get here? Education Bachelor's degree, preferably in Business
Administration or a scientific discipline strongly encouraged, or
high school diploma/GED required and equivalent knowledge and
experience. Experience * Requires a minimum of 2 years of related
Customer Service experience, preferably with 2 years minimum in an
E-Commerce environment. * Internal candidates-requires solid
knowledge of the Company's systems, processes, and technical
product line. Knowledge, Skills, Abilities * Excellent telephone
skills reflecting a positive, professional, customer-centered
organization. * Must have the ability to identify and solve simple
problems and to multi-task under deadline. * Proven success in
handling difficult customers with professionalism, dignity, and
tact required. * Minimal travel (
Keywords: Thermo Fisher Scientific, Logan , Customer Care Representative II, Other , Logan, Utah
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