Customer Support Coordinator I

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 Support Coordinator I Customer Support Coordinator IEssential Duties and Responsibilities:The Customer Support Coordinator I is primarily responsible for processing of external and internal customer request through notifications and external customer quotations.  As a front-line representative of the company, this position directly influences customer allegiance.  Professionalism and courtesy are required at all times.  Also required is extensive interaction with other departments within the company to ensure that our commitments to our customers are met.  Itemized duties include the following: Review and understand all departmental Functional Procedures and work instructions. Process on-line incoming telephone service requests onsite/depot/dispatch through notifications Customer problem resolution.  Interface with other departments to ensure internal and external customer requirements are met. Respond to customer telephone, e-mail orders, fax and mail communications. Assit in maintaining customer files. Assit in maintaining customer master ship-to and bill-to addresses. Maintain, review and understand all department Functional Procedures and Work Instructions. Expedite customer orders. Accuracy of orders and invoices based on errors in delivery and invoice creation. Close and invoice field service orders following the department procedures. Process customer and Field Service quotation/bid requests. Follow the Themo minimum order requirements. Assist Field Service Rep in making accurate decisions and follow current guidelines. Internal and external customer problem resolution.  Interface with other departments to ensure resolution. Review and understand the customer database operational process document. Review process document and make recommedations as required. Maintain the accuracy and detail of the installed customer equipment master records. Assist in generating customer support report for management. Authorized to generate request for credit memo per manager or finance recommendations. Uses People Product Finder for lead generation and support of customers.  Decision Making AuthorityAuthority to use other departments and managers for assistance to meet the needs of internal and external customers.  Authority to assist customers, internal and external, within departmental and corporate policies and procedures.  Review and code orders correctly to ensure accurate management reports and customer invoices.  Holds security approval for adds/deletes/edits for the database.  Authority to hold/reject customers contracts/purchase orders if not received within the Minimum Purchase Order Criteria, pricing and sales tax requirements.Updates request from Manager to extend warranty period on system status.Ensure purchase order terms and conditions meet Thermo Contract guidelines.Specific Scope DataImpacts customer relations.  Failure to interact with customers professionally, considerately and in a timely manner could result in lost business and revenue based on loyalty %____ times revenue.Support and maintain an accurate installed customer data base of >45,000 systems.  Supports approximately 250 Field Service Reps and Regional Service Managers.  Minimum Education and Experience RequirementsA two year Associates degree in a business field or related field plus 1 year experience in Customer Service. Additional related experience may be used as offset in lieu of educational requirements. Education: High School/GEDJob Level: Experienced