Lead Customer Service Representative
Thermo Fisher Scientific

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Lead Customer Service Representative

Join our team and contribute to meaningful work! Help our customers find cures for cancer, protect the environment, and ensure food safety. Your efforts will make a real-world impact and help you achieve your career goals.

Location/Division Specific Information

The Chemical Analysis Division (CAD) provides a diverse mix of analytical instruments and associated services to a broad range of end user markets including Safety & Security, Environmental, Food Safety, Energy, Mining, Life Science Manufacturing and Recycling, to name a few. Our instruments are deployed in the field and on the line, in challenging environments where customers put a premium on robustness, reliability and ease of use. They allow them to make decisions where they operate and streamline their businesses.

How will you make an impact?

As a key member of our team, you will play a crucial role in delivering outstanding customer service. Your responsibilities will include providing customer support for identifying hazardous materials, controlled substances, rare metals, and chemicals. Additionally, you will work closely with Regional Sales Managers, Manufacturing, and Direct Sales Reps to foster strong relationships with all departments, both internally and externally.

What will you do?

• Prioritize team tasks for their day-to-day operations.
• Use various ERP systems (Intuitive & InforXA) frequently to provide order management insight as it relates to planned shipment dates, backorders, and supply chain planning.
• Bridge the gap between commercial functions and customer expectations by developing a cadence with appropriate internal business partners.
• Directly work with the warehouse and manufacturing teams for order edits/critical issues.
• Flag and raise appropriate matters to the Manager of Customer Service and/or appropriate business partners to satisfy customer requirements.

• Expertise in business systems such as (SFDC, Intuitive, InforXA).
• Must demonstrate judgment, tact, and diplomacy in dealing with internal and external customers.
• Ability to identify and resolve problems, and to multi-task to meet required turnaround times.
• Ability to work autonomously.
• Must be flexible with hours worked to support business needs.
• Attention to detail with accuracy is required in performing all functions of this position.
• Possess self-motivation, passion, a positive demeanor, and perform as an excellent teammate.
• Self-motivated and capable of achieving goals independently.
• Can work cross-functionally.
• Thrives in collaborative settings.

• Required: High school graduate or equivalent experience.
• 5+ years of related customer service experience.
• Outlook, SFDC, ERP experience.
• Excellent written and oral communication skills are required.

• Competitive Hourly Pay Rate
• Annual performance-based bonus
• Annual merit performance-based increase

• Medical, Dental, & Vision benefits-effective Day 1
• Paid Time Off & Designated Paid Holidays
• 401K
• Tuition Reimbursement
• Employee Referral Bonus
• Career Advancement Opportunities