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SalaryJob Description
Position Summary: To ensure and deliver efficient, above-expectation service experience to our customers. The Sr. Customer Service Representative owns the scheduling.
Key Responsibilities:
- Manage scheduling service requests for the ULS division ensuring services are performed timely and meet customer expectations.
- Oversee the service scheduling process through service completion.
- Directly interface with customers to coordinate the scheduling of service. Establish confirmation communications with the customer as well as post service courtesy calls.
- Coordinate and track scheduling timeline with Field Service.
- Ensure training and application support activities are coordinated and scheduled.
- Facilitate escalation of issues if necessary. Drive customer solutions.
- Other duties as assigned.
Minimum Requirements/Qualifications:
- Associate or bachelor’s degree preferred.
- Minimum 3 years prior experience working in Customer Service and in a scheduling function.
- Experience developing and maintaining spreadsheets in Microsoft Excel is a must.
- SAP/ERP experience preferred.
Non-Negotiable Hiring Criteria:
- Must possess communication skills, written and verbal, to clearly express his or her ideas, share technical information, communicate well with customers and various levels of the organization write procedures and develop plans.
- Must possess analytical and critical thinking abilities to be able to evaluate, and interpret information and procedures, to make timely decisions while functioning in a fast-paced, changing work environment.
- Must possess organizational skills to meet deadlines and assist staff in multi tasking.
- Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
- Must be self-motivated, stress and pressure-resistant, as well as a quick learner.
- Intermediate proficiency in computer applications: i.e. Microsoft Word, Outlook, Visio, and Adobe Acrobat. Intermediate Excel skills are a must.
- Ability to solve problems and work independently
- Ability to produce accurate high-quality work with attention to detail
- Ability to work well both independently as well as within a team environment
- Ability to work overtime as dictated by workload.
- Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement
Accessibility/Disability Access:
Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.
- This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
