Sr Customer Service Representative

Work Schedule

Standard Office Hours (40/wk)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, youll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the worlds toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll contribute to our mission to make the world healthier, cleaner, and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances.

REQUIREMENTS:

Minimum 2 years of customer service experience in a shared service center, multinational, or office environment

High / Secondary school diploma or equivalent and relevant formal academic / vocational qualification. Technical positions may require a certificate.

In some cases an equivalency, consisting of a combination of appropriate education, training

and/or directly related experience, will be considered sufficient for an individual to meet the

requirements of the role.

• Medical Information Associates (MIA) staff may have a secondary school diploma or college degree and/or a healthcare background such as EMT, pharmacy or veterinary tech or equivalent experience. MIA staff are highly effective at customer service, medical product or device troubleshooting, provision of limited medical information and documentation of product quality complaint reports. Effective verbal communication, fluency in medical terminology and customer service skills are essential for these staff

Preferred Fields of Study: Business Administration, Science, or related field

Strong written and verbal communication skills in English; additional language proficiency may be required

Demonstrated proficiency in Microsoft Office applications

Experience with ERP systems and CRM platforms preferred

Excellent problem-solving abilities and attention to detail

Strong organizational skills with ability to prioritize multiple tasks effectively

Initiative-taking with a positive, collaborative mindset

Ability to handle complex customer requirements and manage escalations professionally

Consistent record of meeting performance metrics and service level agreements

Capacity to work independently and handle ambiguous situations

Ability to develop and maintain effective relationships with internal and external stakeholders

Demonstrated judgment and diplomacy in customer interactions

Willingness to participate in cross-training and support activities as needed

Experience in data accuracy and quality control

Ability to work in a standard office environment with regular computer use

Compensation and Benefits

The hourly pay range estimated for this position based in New Jersey is $19.00$25.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards