Thermo Fisher Scientific is at the forefront of the global response to COVID-19. We are working with governments, agencies, industry partners and researchers globally to ensure priority access to instruments, consumables, safety supplies and other products to address the outbreak.
This key role will play a valuable part in our efforts.
If you are a problem-solver who takes customer service to the next level, then consider a career as a Dedicated Sales Support Specialist.
Here at Thermo Fisher Scientific, you will be on the frontline in helping our customers solve some of the world’s toughest challenges from the fight against COVID-19 to Zika to many others.
You’ll be empowered to realize your full potential as part of a fast-growing, global organization that values your passion and unique contributions as you ensure our customers have a best in class experience every time
What will you do?
Assume full ownership and accountability of the admin functions listed below for set group of GTS sales teams.
Order Complaint resolution, such as Backorder Management (proactive communication internally and with the customer / alternative sku recommendations), order management follow up and customer follow-up ;
order processing research and resolution Liaison between sales / customer and all relevant internal teams (Planning, Supply, Ecom, B2B, CAM, product management, tech support, customs, credit & collections, service, price maintenance, inter-divisional, etc.) New rep onboarding
Respond positively and expeditiously to process all incoming telephone and email inquiries / orders from Sales Representatives
Proactively set-up and host internal and external conference calls via webex to resolve sales / customer inquiries.
Provide a high level of customer service excellence to assist our front line sales representatives in their day to day activity
Ensure adherence to set company and department goals established
Provide required documentation related to each particular order or inquiry to meet shipping schedules (i.e. material safety data sheets, certificates of analysis, custom orders etc.).
Provide organized data / dashboard to measure process performance with critical analysis to drive actions
How will you get here?
Bachelor’s degree is preferred in Business Administration or a scientific discipline.
2 years of related customer service experience with order entry systems and processes experiences required.
Knowledge, Skills, Abilities
Excellent written and oral communication skills are required.
Must demonstrate judgment, tact, and diplomacy in dealing with internal and external customers as well the ability to handle confidential and / or proprietary information.
Accuracy is required in performing all functions of this position.
Works on assignments that are complex in nature where judgment is required in resolving problems and making recommendations.
Ability to work independently
Initiative and organization skills are extremely valuable to ensure good service. Must possess self-motivation, enthusiasm, and positive attitude.
Must have a working knowledge of personal computer applications such as Microsoft Word, Excel, PowerPoint and Outlook.
Must have strong working knowledge of all systems relevant to Customer Service and Sales Ops.
Must demonstrate the ability to identify and solve problems, and to multi-task under deadlines.
Must be flexible with hours worked to support various department hours beyond typical business hours. Some Holiday work may be required.
Must be available for a full five day work week schedule
At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission enabling our customers to make the world healthier, cleaner and safer.