Work Schedule First Shift (Days) Environmental Conditions Office Job Description Join Thermo Fisher Scientific to help customers find cures, protect the environment, and ensure food safety. How will you make an impact? You will get the chance to assist and manage customers’ inquiries, ultimately contributing to the growth of our business. Our Customer Service Representatives deliver exceptional customer service in a dynamic setting, engaging with internal and external contacts through inbound and outbound phone calls and emails. 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. The operating hours of our Customer Service Centre run from Monday to Friday, starting at 7:30 a.m. and concluding at 7:00 p.m. Eastern Standard Time. This position offers full-time hours totaling 40 hours per week, with the potential for occasional voluntary overtime. The role is entirely remote, and all necessary equipment will be supplied. 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. Education High school graduate or equivalent experience; 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. Time management skills with ability to prioritize and multi-task while maintaining accuracy and quality in your work. Practices active listening with the ability to maintain composure and a positive demeanor during difficult times. Proficient PC skills in Microsoft Office and 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. 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.
