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Customer Service Representative II

2 months ago

Lenexa, United States Life Technologies (Thermo Fisher Scientific) Full time
Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Job Description

Job Summary:

Responsible for inbound call traffic into Thermo Fisher Microbiology Division (MBD) Customer Service from internal and external customers in a contact center environment. Provide accurate and timely order entry, schedule agreement support and resolutions to external and internal customers. Handles inbound-related calls, including tracking, order status, notifications, and escalated issues. Handles customer order concerns by providing world-class customer service and meeting customer scheduling expectations. The ideal candidate has experience in a high-volume call environment and can prioritize several tasks throughout the day, and a proven track record of being part of a high-performing team.

Hours: Monday through Thursday 9:30 AM to 6 PM, and Friday 8:30 AM to 5 PM.

Key Responsibilities:
  • Handle a high volume of inbound phone calls, providing timely and accurate information to customers.
  • Handles and responds to all inquiries of customer problems, orders and general inquiries for all issues related to order fulfillment, including schedule agreement changes, and delivery timelines. Inquiries occur via a variety of channels - including phone, e-mail, or other channels.
  • Efficient and accurate entry of orders.
  • Owns customer issues, resolves complex or challenging customer inquiries, and works with a wide range of stakeholders, including Operations, Technical Support, Logistics, Purchasing, Sales, and Marketing to ensure timely issue resolution.
  • Provide customer account management to ensure satisfaction and business objectives are met.
  • Support and work alongside A.I. technology like Esker order management and Gene.AI.
  • Strives to exceed set service levels and Individual/Department/Company Targets.
  • Handles all queries within the established process.
  • Communicate proactively with the assigned customers, sales team, and internal personnel regarding product availability, supply chain delays, or other issues.
  • Reallocate products based on inventory levels to meet scheduling agreement requirements as needed.
  • Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology
  • Participates with team members to improve communications, accountability and team success
  • Participates in the departmental training plan and contributes to a focus on continuous personal improvement
  • Effectively plans and prioritizes workload every day to avoid backlogs.

May be required to perform other related duties as needed and/or assigned by the leadership team.

Minimum Requirements/Qualifications:
  • High school graduate or equivalent required; Bachelor's degree is preferred
  • 2+ years of related Customer Service experience required
  • Demonstrate a solid understanding of personal computer applications such as Microsoft Office Tools. Knowledge of ERP Systems
  • Ability to identify, tackle problems, and multi-task
  • Ability to diffuse customer dissatisfaction
  • Detail oriented
  • Beginner level with Excel
  • Troubleshooting experience
  • Takes initiative
  • Team oriented
  • Flexible with scheduling and re-prioritization to assist with meeting deadlines