Job Description

Job Title: Customer Care Representative II - On-Site

As part of the Thermo Fisher Scientific team, you’ll 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 world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Discover Impactful Work:

The primary role of our on-site Customer Care Representative II is to provide professional communication via phone and e-mail to our customers and internal support teams. The CCR II role is responsible for addressing a wide range of customer service needs, including providing pricing, order status, placing orders, coordinating deliveries, and handling specialized tasks such as, processing returns, and addressing customer concerns.

This role will receive in person training, coaching, and mentoring. Contribute to the company’s goals and objectives, ultimately contributing to the overall customer satisfaction. Collaborate with other onsite colleagues to provide best in class customer experience!

A day in the Life:

• Work on-site in Customer Care to provide professional communication via phone and email to our customers and internal support teams.

• Provide accurate and timely assistance with order placement, customer inquiries, and routing customer calls and e-mails as appropriate.

• Handle and resolve customer complaints and concerns with empathy and patience, aiming to achieve customer satisfaction.

• Follow established service quality standards, meet order and inquiry processing time, and maintain a high level of order accuracy.

• Actively participate in classroom, side-by-side, and self-paced training.

• Ability to continuously learn and apply new information and processes.

• Demonstrate self-motivation and resourcefulness by working independently.

• Participates and lead team meetings to communicate updates, share best practices, and foster a positive team environment.

• Identify process improvements and work with leaders to implement process change.

• Other duties as assigned, including but not limited to supporting other Customer Care functions, assist with projects, process improvement, etc.

Keys to Success:

Education

• High school diploma or equivalent required.

Experience

• 1+ year of customer service experience.

• Experience with computer applications such Microsoft Office Suite.

• The ability to work in a fast-paced environment requiring typing, considerable interaction on the phone, navigating numerous applications using multiple monitors.

• Demonstrates superior communication skills including probing, active listening, and written skills. Ability to exhibit patience and empathy and diffuse customer dissatisfaction.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

Compensation and Benefits

The hourly pay range estimated for this position based in New York is $14.41–$21.61.

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

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.