Customer Service Representative/Global

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. With annual revenues of $10 billion, we have more than 30,000 employees and serve over 350,000 customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings. Serving customers through two premier brands, Thermo Scientific and Fisher Scientific, we help solve analytical challenges from routine testing to complex research and discovery. Thermo Scientific offers customers a complete range of high-end analytical instruments as well as laboratory equipment, software, services, consumables and reagents to enable integrated laboratory workflow solutions. Fisher Scientific provides a complete portfolio of laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety and education. Together, we offer the most convenient purchasing options to customers and continuously advance our technologies to accelerate the pace of scientific discovery, enhance value for customers and fuel growth for shareholders and employees alike. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer. If you share in our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific. Thermo Fisher Scientific is an Equal Employment Opportunity and Affirmative Action employer. Job Description Customer Service Representative/Global     Company Information Thermo Fisher Scientific (NYSE: TMO) is headquartered in Waltham, MA, and is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. With annual sales of more than $9 billion, we employ 30,000 people and serve over 350,000 customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings. Serving customers through two premier brands, Thermo Scientific and Fisher Scientific, we help solve analytical challenges from routine testing to complex research and discovery. Thermo Scientific offers customers a complete range of high-end analytical instruments as well as laboratory equipment, software, services, consumables and reagents to enable integrated laboratory workflow solutions. Fisher Scientific provides a complete portfolio of laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety and education. Together, we offer the most convenient purchasing options to customers and continuously advance our technologies to accelerate the pace of scientific discovery, enhance value for customers and fuel growth for shareholders and employees alike. Visit http://www.thermofisher.com   Job Description   Job Title:  Customer Service Rep Reports To:  Customer Service Supervisor Group/Division:  CCG Career Band:  I Location:  Houston, Chicago or Atlanta No. of Direct Reports:  0 Day/Shift:  Subject to Shift Bidding FLSA Status:  NE     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; communicating anticipated delays and any additional information required by customer.   Minimum Requirements/Qualifications: 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. Reviews 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. (10 lines or less or up to $5000.00 without supervisory approval).  3. Analyzes and resolves customer concerns using established procedures. Examine pertinent information to determine validity of customer complaint and to determine responsibility for errors.  4. Handles change order information from customers. Investigates 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 per Best Buy/First Choice Program/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.   Non-Negotiable Hiring Criteria: 0 - 2 years customer service experience in an ACD environment. High School education required; college degree preferred Basic sales skills • Increase the lifetime value of customers through cross and up-selling • Forward good quality lead for sales from existing customers • Manage customer expectations where difficulties exist without alienating the customer • Communicate ideas with customers on extending the products or services they hold • Save business where customers are seeking to change supplier Creative problem solving skills Organizational and time management skills Excellent listening, oral, and written communication skills Excellent product and process knowledge for a specific market Solid understanding of computer basics (Windows, Excel, Word, Email, and Internet) Bilingual:  Spanish required.    The individual should be self-motivated, stress and pressure resistant, as well as a quick learner and obtain the ability to develop and maintain constructive working relationships within and outside of the Company.       Education: High School/GED Job Level: Experienced