Customer Service Administrator II

Work Schedule

Environmental Conditions

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%