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Thermo Fisher Scientific Customer Service Team Leader in Rockwood, Tennessee

Essential Duties and Responsibilities

  • Develops and maintains customer relationships

  • Handles all facets of customer service duties, to include:

  • Handles inbound customer calls to quickly assess and resolve customer issues.

  • Handles Escalated customer calls transferred to them from frontline Customer Service Representatives

  • Enter orders into Enterprise system

  • Communicate proactively with customers

  • Track orders through system to ensure commitments are up-held.

  • Manage customer order prioritization requests and commercial escalation lists

  • Investigate and resolve customer problems with product or deliveries

  • Respond to customer survey follow ups

  • Research invoice issues

  • Maintain customer files

  • Follow up with customers on any order delays, complaints, or entry errors.

  • Communicate effectively with other internal company departments and commercial teams, acting as the team leader for the customer service team

  • Ability to enter complaint notifications into the complaint database and generate reports to identify trends and areas for improvement

  • Assist in price maintenance

  • Assist Customer Experience Manager with Annual price updates

  • Assist and train customer service reps as needed and coach team members for optimal performance

  • Has working knowledge of all lines of business to support any inbound phone line or customer request (both Chromatography and Environmental lines)

  • Be a primary point person for mentoring new customer service representatives during their onboarding

  • Proactive creation of job aids and tools to help team members with customer interactions

  • Serve as backup to Customer Experience Manager on meetings, projects and calls as assigned

  • Other miscellaneous duties as assigned

Minimum Education and Experience Requirements

  • Associate's degree or equivalent from two year college or technical school preferred; Five to seven years related experience; or equivalent combination of education and experience.

  • At least five years of customer service experience preferred

Knowledge, Skills, and Abilities necessary to perform essential functions

  • Ability to communicate effectively using proper grammar in both written and verbal communications

  • Clear, easily understood telephone voice required

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Intermediate Microsoft Excel skills required.

  • Ability to solve practical problems and deal with variables in situations where only limited standardization exists

  • Ability to interpret and develop a variety of instructions furnished in written, oral, diagram, or schedule form

  • Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation and Involvement

Physical/Environmental requirements . (Refer to Physical Requirement Reference Sheet when completing this section.) Identify all requirements that apply to the essential job functions. (List specific activities.)

(1) Physical Activities : While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.

(2) Level of Physical Requirements : The employee frequently is required to walk and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move up to 10 pounds.

(3) Level of Visual Acuity : Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

(4) Environmental Conditions : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Interaction with Other Employees (level of contact, purpose and frequency):

While performing the work duties the employee will have frequent interaction with members of the Customer Service team to discuss ongoing issues with customer's, understand team goals and objectives and cross train where needed. The role will be that of subject matter expert and coordinator of the team and will not have any direct supervisory duties.

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.

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