Customer Service Representative II at Thermo Fisher Scientific in Tewksbury, Massachusetts

Job Description:

Work Schedule

Standard (Mon-Fri)



Environmental Conditions

Office



Job Description




Division Specific Information



The Chemical Analysis Division (CAD) offers a diverse array of analytical instruments and services to various end-user markets, including Safety & Security, Environmental, Food Safety, Energy, Mining, Life Science Manufacturing, and Recycling. Our instruments excel in ambitious environments, providing robustness, reliability, and ease of use, allowing customers to make timely decisions and optimize their operations. CAD's global footprint and intricate product portfolio make it a dynamic and exciting division to be part of.



Reporting to Manager, Customer Service




How will you make an impact?



Responsible for crafting an outstanding customer service experience by supporting our customers both internal and external.



What will you do?

• Timely and accurately entering of customer purchase orders into the ERP (Enterprise Resource Planning) system and following standard operating procedures.
  
  


• Respond to phone and email inquiries and be the point of contact for order support post order entry.
  
  


• Accurate record keeping of important documents and communications in Salesforce.
  
  


• Communicate effectively with internal partners to ensure customer needs are met.
  
  


• Responsible to meet operational key performance metrics and SLA.
  
  


• Actively contribute to improving team processes and overall customer experience.
  
  


• Participate in projects or additional assignments as needed.
  
  

• Required: Completion of high school education, or equivalent.
  
  

• Required: +1 year of Customer Service in a related field.
  
  


• Preferred: Order processing experience.
  
  


• Preferred: Experience in manufacturing / ERP environment.
  
  

• Ability to work independently and with a team, acting as a self starter, leading team activities to quickly resolve issues that arise.
  
  


• Excellent oral and written communication skills.
  
  

• Prolonged periods of sitting required.
  
  

• Competitive Hourly Pay Rate
  
  


• Annual performance-based bonus
  
  


• Annual merit performance-based increase
  
  

• Benefits & Total Rewards | Thermo Fisher Scientific
  
  


• Medical, Dental, & Vision benefits-effective Day 1
  
  


• Paid Time Off & Designated Paid Holidays
  
  


• 401K
  
  


• Tuition Reimbursement
  
  


• Employee Referral Bonus
  
  


• Career Advancement Opportunities