Sr. Customer Service Representative-III at Thermo Fisher Scientific (Portland, OR)

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Job Description

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.

The Materials and Structural Analysis Electron Microscopy (EM) business enables customers to find meaningful answers to questions that accelerate breakthrough discoveries, increase productivity, and ultimately change the world. We design, manufacture, and support the broadest range of high-performance microscopy workflows that provide images and answers in the micro, nano and picometer scales. Our incredible team is dedicated to customers' pursuit of discovery and resolution to global challenges.

Combining hardware and software expertise in electron, ion, and light microscopy and with deep application knowledge in the Semiconductor market, the worldwide Electron Microscopy employees are dedicated to customers' pursuit of discovery and resolution to global challenges.

How will you make an impact?

The Customer Service Team, located in our Hillsboro, OR facility, provides customer facing support to the field engineering team of the Materials and Structural Analysis Group (MSD) and external customers in a high-volume customer service environment.

What will you do?
  • Participates in improvement initiatives and team building activities within customer service and across functional areas of core integration.
  • Accurately process high volumes of part orders and service requests, including but not limited to part location and price determination, accurate cost and revenue account reflection, regular follow up with engineers and Thermo Fisher inventory management to ensure the customer's needs are met successfully and promptly.
  • Prepares accurate pricing of part orders and returns based on factors such as foreign currency conversion rates, contract type and coverage, special customer discounts, part type category and subjective data from field service engineer as to reason for current part issue.
  • Ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires solid understanding of cogs accounts, service types and service areas both internal and external to Thermo Fisher.
  • Determines shipping method based on numerous factors including part size and weight, contractual agreements with the customer, severity of system issue, and preferred carrier.
  • Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution.
  • Maintains records regarding customer returns, deliveries, changes, pricing, and return credit problems.
  • Issues quotes for parts sales as requested by customers and field service engineers.
  • Maintains professionalism in working relationships with team, customers and others within the company. Role model for newer team members in how to communicate well in all situations.
  • Ensure all areas of personal responsibility are handles promptly, accurately, and with outstanding customer service.

How will you get here?

  • Requires a high school diploma or GED
  • Requires at least 2 years of experience in high volume call center or in a service operations environment or equivalent combination of education and experience

Knowledge, Skills, Abilities
  • Requires minimum of 6 months in role as CSR 2 for CS Operations.
  • Requires outstanding problem solving, follow-through, attention to detail and organizational skills.
  • Ability to multi-task in an extremely fast paced environment.
  • Moderate excel, word, and access database skills.
  • Excellent typing, 10-key speed and accuracy rate.
  • Ability to maintain professionalism and courtesy under pressure.
  • Critical soft skills include self-motivation, the ability to multi-task and remain composed under pressure, professionalism, written and oral communication skills, and strong team and customer orientation.
  • Consistently communicates with customers, peers, and other Thermo Fisher Scientific employees in a helpful, friendly, and professional manner.

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

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
More Information on Thermo Fisher Scientific
Thermo Fisher Scientific operates in the Biotech industry. The company is located in Waltham, MA, Carlsbad, CA, Pittsburgh, PA and Lenexa, KS. It has 100000 total employees. It offers perks and benefits such as Volunteer in local community, Eat lunch together, Intracompany committees, OKR operational model, Team based strategic planning and Dedicated diversity and inclusion staff. To see all 224 open jobs at Thermo Fisher Scientific, click here.
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