Customer Service Representative II - Thermo Fisher Scientific : Job Details

Provide professional communication via phone and email to our customers and internal support teams. Use sales order entry system, website and knowledge base resources to provide accurate and timely assistance with order placement and status inquiries (pricing, availability, order status, shipping details, billing questions as well as returns and cancellations. Accountable for resolving customer complaints (first call resolution) and raises issues as appropriate. Answers product or service inquiries, troubleshoots and supports our customers in facilitating communication for technical assistance. Works with other departments within Thermo Fisher Scientific to find solutions for both internal and external customers. Attains established performance metrics including but not limited to: quality standards, after call work (ACW), average handle time (AHT) and follows-up on all actions in accordance with departmental standards. Achieves expected call and email productivity. Follows establ...Customer Service Representative, Customer Service, Representative, Manufacturing, Retail