Thermo Fisher Scientific Customer Service Representative 1 in Suwanee, Georgia

Job Description

Position Summary:

The Customer Service Representative is responsible for providing service to our customers and clients through the placement and monitoring of orders. Process telephone, mail, email and fax orders; provide pricing, availability, cross-reference, researching & sourcing of products for customers; up-sells best buy/ first choice/and other products as requested; forward potential product leads to sales reps; handle small informal quotes. This position will also respond to post-order customer service requests such as handling customer problems and complaints; returns and communicating anticipated delays.

Key Responsibilities:

  • Complete customer orders, basic or complex in nature, quotes, and inquiries by telephone for existing and prospective customers in the Thermo Fisher Scientific domestic market. Review a variety of screens and documents to estimate delivery of orders to meet customer requirements.

  • Process mail, fax, e-mail orders and hard copy quotes.

  • Analyze and resolve customer concerns using established procedures.

  • Handle change order information from customers.

  • Investigate overdue and damaged shipments or shortages in shipments already received.

  • Utilize supplier catalogs, on-line databases, and other appropriate resources to cross reference products to meet customer order requirements. Make suggestions for alternative products when items are not readily available.

  • Assist customers with buying decisions: researches product, cross-reference, pricing & availability.

  • Suggest alternative products and other promotional programs.

  • Attend product/vendor/systems meetings to stay up to date on new product lines and current systems.

  • Perform all other duties/projects as assigned.

Minimum Requirements/Qualifications:

  • 0 - 2 years customer service experience

  • High School education required; college degree preferred

  • Creative problem solving skills

  • Organizational and time management skills

  • Excellent listening, oral, and written communication skills

  • Solid understanding of computer basics (Windows, Excel, Word, Email, and Internet)

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.