Thermo Fisher Scientific

<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN" "http://www.w3.org/TR/REC-html40/loose.dtd"><html><body> Work ScheduleStandard (Mon-Fri) Environmental ConditionsOffice Job Description Position Summary:This is a Customer Service Specialist I, where you will report to the Customer Service Supervisor. You will take responsibility for managing more complex customer interactions and ensuring high-quality service. This position requires you to have a strong understanding of customer needs, excellent problem-solving abilities, and the ability to manage multiple tasks effectively in a fast-paced environment. You will play a key role in ensuring the customer’s experience meets or exceeds expectations. Scope of Responsibilities:<ul><li>Act as a senior point of contact for customers and channel partners, handling inquiries via phone, email, and other communication methods.</li><li>Manage complex order fulfillment processes and proactively communicate any changes or delays to customers.</li><li>Address inquiries related to quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and other documentation (e.g., proof of delivery).</li><li>Collaborate with internal teams such as Sales, Supply Chain, and Finance to ensure customer expectations are met and processes are followed.</li><li>Drive the Order to Cash process, including order creation, purchase order processing, shipping document preparation, and coordination with logistics and distribution teams.</li><li>Ensure compliance with SLAs and KPIs, contributing to the overall success of the department.</li><li>Lead process improvement initiatives and ensure adherence to corporate guidelines and policies.</li><li>Handle cross-border interactions, working with global stakeholders in different time zones and cultures.</li><li>Perform other tasks and projects as needed.</li></ul> Customer Service Competency Model: Dependability:<ul><li>Reliable: Understands and adheres to work policies, including work hours and PTO.</li><li>Consistent: Delivers consistent service levels, ensuring high customer satisfaction and adherence to schedules.</li></ul><ul><li>Contributes to Departmental Success: Adheres to current processes and call center metrics, ensuring departmental goals are met.</li><li></li></ul> Interpersonal Skills:<ul><li>Maintains Confidentiality: Avoids speculation and rumors that could harm individuals or the organization.</li><li>Respectful: Treats all customers and colleagues with dignity and respect.</li><li>Appropriate Tone and Tenor: Communicates confidently, manages negativity effectively, and adjusts tone to meet customer needs.</li><li>Communication Skills: Uses courteous phrasing and avoids negative body language in interactions.</li><li>Listening Skills: Demonstrates active listening, acknowledging customer statements and taking detailed notes.</li></ul> Job Knowledge:<ul><li>Product & Service Knowledge: Deep understanding of Thermo Fisher's organizational structure, products, and services specific to the role.</li><li>Procedures and Processes: Applies SOPs effectively to various situations and proactively seeks additional knowledge.</li><li>Computer Skills: Proficient in system navigation and using online resources for job-related information.</li><li>Analytical Skills: Utilizes analytical skills effectively, including tasks such as credit/debit and account balance assessments.</li></ul> Teamwork/Cooperation:<ul><li>Builds Relationships: Interacts positively with colleagues and customers, fostering a supportive work environment.</li><li>Partners with Others: Actively contributes ideas and works collaboratively to resolve issues.</li></ul> Problem Solving / Decision Making:<ul><li>Resolves Customer Problems: Follows procedures to resolve issues and engages additional support when necessary. Demonstrates empathy and commitment to finding solutions.</li><li>Seeks Agreement: Ensures customer satisfaction and recognizes when exceptions are needed beyond standard processes.</li><li>Resourceful: Utilizes manuals, processes, and applications effectively to resolve issues and finds the right contacts for support.</li><li>Conflict Resolution: Demonstrates patience, empathy, and concern to resolve customer conflicts independently.</li></ul> Personal Development:<ul><li>Takes Responsibility to Learn and Improve: Listens actively, takes notes, follows instructions, and completes training on time.</li><li>Learns and Applies New Concepts: Understands key business concepts and applies them over time.</li><li>Uses Feedback to Improve: Accepts and incorporates constructive feedback for continuous improvement.</li><li>Self Management: Adheres to Standard Work and maintains discipline to ensure completion of tasks.</li></ul> Customer Allegiance:<ul><li>Embraces CARES: Understands and demonstrates CARES behaviors, ensuring quality call monitoring standards are met or exceeded.</li><li>Provides Service Recovery: Handles difficult customers empathetically, offering apologies and special care when needed.</li><li>Maintains Customer Focus: Prioritizes real-time external customer interactions and ensures timely responses to customer requests.</li><li>Follow-up / Responsiveness: Sets clear follow-up expectations and ensures commitments are met, documenting responses appropriately.</li></ul> Thermo Fisher Scientific Values:<ul><li>Integrity: Honor commitments and demonstrate high ethical standards.</li><li>Intensity: Be driven to deliver results with excellence and a passion for success.</li><li>Innovation: Transform knowledge and ideas into products and services that create value for customers.</li><li>Involvement: Embrace unique perspectives and treat all team members with respect, working as a unified global team.</li></ul></body></html>

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