Customer Service Specialist I

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule

Standard (Mon-Fri) Environmental Conditions

Office

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 :

Act as a senior point of contact for customers and channel partners, handling inquiries via phone, email, and other communication methods.

Manage complex order fulfillment processes and proactively communicate any changes or delays to customers.

Address inquiries related to quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and other documentation (e.g., proof of delivery).

Collaborate with internal teams such as Sales, Supply Chain, and Finance to ensure customer expectations are met and processes are followed.

Drive the Order to Cash process, including order creation, purchase order processing, shipping document preparation, and coordination with logistics and distribution teams.

Ensure compliance with SLAs and KPIs, contributing to the overall success of the department.

Lead process improvement initiatives and ensure adherence to corporate guidelines and policies.

Handle cross-border interactions, working with global stakeholders in different time zones and cultures.

Perform other tasks and projects as needed.

Customer Service Competency Model :

Dependability :

Reliable : Understands and adheres to work policies, including work hours and PTO.

Consistent : Delivers consistent service levels, ensuring high customer satisfaction and adherence to schedules.

Contributes to Departmental Success : Adheres to current processes and call center metrics, ensuring departmental goals are met.

Interpersonal Skills :

Maintains Confidentiality : Avoids speculation and rumors that could harm individuals or the organization.

Respectful : Treats all customers and colleagues with dignity and respect.

Appropriate Tone and Tenor : Communicates confidently, manages negativity effectively, and adjusts tone to meet customer needs.

Communication Skills : Uses courteous phrasing and avoids negative body language in interactions.

Listening Skills : Demonstrates active listening, acknowledging customer statements and taking detailed notes.

Job Knowledge :

Product & Service Knowledge : Deep understanding of Thermo Fisher's organizational structure, products, and services specific to the role.

Procedures and Processes : Applies SOPs effectively to various situations and proactively seeks additional knowledge.

Computer Skills : Proficient in system navigation and using online resources for job-related information.

Analytical Skills : Utilizes analytical skills effectively, including tasks such as credit / debit and account balance assessments.

Teamwork / Cooperation :

Builds Relationships : Interacts positively with colleagues and customers, fostering a supportive work environment.

Partners with Others : Actively contributes ideas and works collaboratively to resolve issues.

Problem Solving / Decision Making :

Resolves Customer Problems : Follows procedures to resolve issues and engages additional support when necessary. Demonstrates empathy and commitment to finding solutions.

Seeks Agreement : Ensures customer satisfaction and recognizes when exceptions are needed beyond standard processes.

Resourceful : Utilizes manuals, processes, and applications effectively to resolve issues and finds the right contacts for support.

Conflict Resolution : Demonstrates patience, empathy, and concern to resolve customer conflicts independently.

Personal Development :

Takes Responsibility to Learn and Improve : Listens actively, takes notes, follows instructions, and completes training on time.

Learns and Applies New Concepts : Understands key business concepts and applies them over time.

Uses Feedback to Improve : Accepts and incorporates constructive feedback for continuous improvement.

Self Management : Adheres to Standard Work and maintains discipline to ensure completion of tasks.

Customer Allegiance :

Embraces CARES : Understands and demonstrates CARES behaviors, ensuring quality call monitoring standards are met or exceeded.

Provides Service Recovery : Handles difficult customers empathetically, offering apologies and special care when needed.

Maintains Customer Focus : Prioritizes real-time external customer interactions and ensures timely responses to customer requests.

Follow-up / Responsiveness : Sets clear follow-up expectations and ensures commitments are met, documenting responses appropriately.

Thermo Fisher Scientific Values :

Integrity : Honor commitments and demonstrate high ethical standards.

Intensity : Be driven to deliver results with excellence and a passion for success.

Innovation : Transform knowledge and ideas into products and services that create value for customers.

Involvement : Embrace unique perspectives and treat all team members with respect, working as a unified global team.

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