Work Schedule First Shift (Days) Environmental Conditions Office Job Description As a member of the Thermo Fisher Scientific Team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way. As a remote Customer Service Representative, you will work from your home while holding yourself accountable for your success and proactively supporting our customers. Successful colleagues in this role are confident decision makers, enjoy problem solving and have technical proficiency. They love working within a virtual setting and have a passion for providing outstanding service to their customers. Our Customer Service Centre hours of operation are Monday to Friday, 7:30 a.m. to 7:00 p.m. Eastern Standard Time. This is a full-time opportunity working 40 hours a week with the possibility of occasional voluntary hours. This position is 100% remote. All required equipment will be provided. What will you do? Key Responsibilities: Provide support to our customers by processing orders, requests for pricing, product availability, order status, delivery, billing questions as well as returns and credits. Resolve customer complaints and address concerns as appropriate with the goal of first contact resolution. Answer product or service inquiries, troubleshoot and support our customers in facilitating communication for technical assistance. Partner with other departments within Thermo Fisher Scientific and with our suppliers to find solutions. Follow established performance metrics including but not limited to quality standards, after call work, adherence, and follow-up on all actions in accordance with departmental standards. Assist in working to increase revenue by offering substitutes and / or alternative products where applicable. Make recommendations on areas for process improvements. How will you get there? Education High school graduate, bachelor’s degree preferred, or a similar combination of education and experience. Internet service and access for a hardwire connection to your internet. A private, distraction-free, designated workspace is required. A separate room with a door is recommended. Experience 1+ years of experience in a customer service role, customer call center experience is a plus. Knowledge, skills, and abilities French/English bilingualism with strong verbal and written communication skills in both languages is preferred. Prioritizing and time management skills with ability to prioritize and multi-task while maintaining accuracy and quality in your work. Outstanding teammate when working with members of the immediate team, as well as colleagues outside Customer Service, while demonstrating the ability to work independently. Practices active listening with the ability to maintain composure and a positive demeanor during difficult times. Proficient PC skills in Microsoft Office, IE, strong typing skills required; able to work in multiple systems concurrently using multiple monitors. 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.
