Thermo Fisher Scientific Customer Service Representative I in Franklin, Massachusetts

Job Description

Job Title: Customer Service Representative I

Requisition ID:

When 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.

Location/Division Specific Information

The Franklin Massachusetts facility produces equipment for our Environmental and Process Instruments products business; part of the Chemical Analysis Division (CAD). Our business unit produces air quality monitoring equipment & process monitors supporting plant efficiency.

How will you make an impact?

You will make a daily impact by being a part of a dedicated and professional customer care team continuously striving to provide the highest level of customer service and support to our customers.

What will you do?

  • Initiate order processing cycle and reviews/modifies orders as needed

  • Resolve order problems with customer regarding pricing, availability, terms, delivery, entity, etc.

  • Participate as a key member of the overall call center.

  • Interact with other departments and sites to ensure timely shipment of orders. Expedite as required.

  • Prepare quotes and respond to RFQ’s.

  • Communicate effectively with internal and external customers via e-mail and phone.

  • Achieve fundamental knowledge of all product lines and operational processes to ensure on-time shipping for these orders managed out of the call center.

  • Provide Return Authorizations

  • Process credits as needed, and assist accounting team on resolving post shipment issues and discrepancies.

  • Process credit card orders expeditiously and correctly for prompt billing.

  • Notification to customer proactively on impending shipments.

  • Support Front Desk as necessary

The primary responsibilities consist of handling telephone calls, sales rep inquiries, processing orders, change requests, & responding to customer inquiries.

How will you get here?


  • High school diploma or GED, some secondary education preferred


  • 0-2 years of experience in Customer Service

  • Experience working in a call center environment is a plus

Knowledge, Skills, Abilities

  • Ability to provide outstanding customer service to external and internal customers on a consistent basis

  • Exhibit the ability to multi-task effectively, handle multiple interruptions, and prioritize deadlines

  • SAP and AS400 preferred

  • Knowledge of Salesforce a plus

  • Knowledge of MS Office a plus

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.