Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Company Information About Thermo Fisher Scientific Thermo Fisher Scientific Inc. (NYSE: TMO) is the global leader in science. Our goal is to help customers improve the world's health, cleanliness, and safety. We generate over $10 billion in revenue, have 35,000 employees, and serve various industries including pharmaceuticals, biotech, hospitals, universities, and government agencies. Our two brands, Thermo Scientific and Fisher Scientific, provide advanced technology and convenient purchasing options. Our products and services accelerate scientific discovery and solve analytical challenges. Visit www.thermofisher.com. Job Description Job Title: Customer Service Administrator II Reports To: Customer Service Supervisor Group/Division: Specialty Diagnostics Group/Microbiology Division Career Band: III Job Track: Associate Position Location: Canada - Microbiology Ontario Number of Direct Reports: 0 Day/Shift (if applicable): 8:30-5:00 (Exempt/Non-Exempt): Exempt Position Summary: The Customer Service Representative’s role is to provide outstanding service to both external and internal clients to achieve business goals and objectives. Communication occurs via automated call distribution, email, fax, or other channels. Key Responsibilities: Responds to and resolves internal and external customer requests and inquiries which may involve pricing, product availability or returns, and delivery. Interacts with multiple areas including Operations, Technical Support, Logistics, Purchasing and Sales and Marketing to ensure timely and accurate shipment of product and issue resolution. Identifies customer needs, and appropriate course of action within established performance expectations and departmental procedures. Assesses situation and raises issues as appropriate. Documents transactions accurately and performs follow-up actions in accordance with departmental standard operating processes and procedures. Stays abreast of new processes and initiatives within the company. Completes all other duties as assigned. Non-Negotiable Hiring Criteria: Fluently Bilingual French and English both Written and Oral High school diploma or equivalent experience 1 year call center or customer service experience. Must be proficient in Microsoft Office. Knowledge, Skills, and Abilities: Willing and able to adhere to structured telephone schedule. Strong keyboarding skills. Demonstrates outstanding communication including active listening and questioning skills. Ability to exhibit perseverance and kindness. Ability to diffuse customer dissatisfaction. Excellent problem solving skills. Professional written and verbal skills. Demonstrates attention to detail and quality. Ability to multitask and work in fast paced environment. Works independently and demonstrates resourcefulness. Ability to readily learn and apply new information. Excellent interpersonal skills; friendly and outgoing personality; enjoys assisting others. Adaptable and flexible. Physical/Environmental requirements: Physical Activities: Sits 90%, walks and stands intermittently during working day. Uses headset 90% Keyboarding 75-90% Handles papers and office equipment. 10% Stoops and bends when using files. 10% Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell? Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $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, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team 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. COVID-19 Vaccination Update for U.S. & Canada Colleagues All U.S. colleagues are required to disclose their COVID-19 vaccination status. New hires will be asked to disclose their vaccination status upon the first day of employment. U.S. new hires (including those in Field Sales, Field Services and Customer Support - Technical Applications) may be required to be vaccinated against COVID-19, including boosters, based on the customer or client sites they visit and support. Individuals may also be required to comply with other COVID-19 health and safety protocols, such as masking or testing. U.S. and Canada new hires in Clinical Research who are in the following job categories must be fully vaccinated before their first day of employment or request an accommodation: executive director level and above, client-facing commercial, clinical research associates (CRAs), Assistant CRA (ACRAs), all CRA and ACRA line managers, clinic-based staff in early development services and accelerated enrollment solutions, and FSP within analytical services division roles. Canada new hires (including those in Field Sales, Field Services, and Customer Support Technical Applications) may be required to be vaccinated against COVID-19, including boosters, based on the customer or client sites they visit and support. Individuals may also be required to comply with other COVID-19 health and safety protocols, such as masking or testing. New hires in Field Sales, Field Services, and Customer Support Technical Applications will be asked to disclose their vaccination status upon the first day of employment. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
