Thermo Fisher Scientific Customer Service Representative in Hanover Park, Illinois
The Customer Service Representative is responsible for providing service to our customers and clients through the placement and monitoring of orders. Process telephone, mail, email and fax orders; provide pricing, availability, cross-reference, researching & sourcing of products for customers; up-sells best buy/ first choice/and other products as requested; forward potential product leads to sales reps; handle small informal quotes. This position will also respond to post-order customer service requests such as handling customer problems and complaints; returns and communicating anticipated delays. This position requires schedule adherence.
Complete customer orders, basic or complex in nature, quotes, and inquiries by telephone for existing and prospective customers in the Thermo Fisher Scientific domestic market. Review a variety of screens and documents to estimate delivery of orders to meet customer requirements.
Process mail, fax, e-mail orders and hard copy quotes. (10 lines or less or up to $5000.00 without supervisory approval).
Analyze and resolve customer concerns using established procedures. Examine pertinent information to determine validity of customer complaint and to determine responsibility for errors.
Handle change order information from customers.
Investigate overdue and damaged shipments or shortages in shipments already received.
Utilize supplier catalogs, on-line databases, and other appropriate resources to cross reference products to meet customer order requirements. Make suggestions for alternative products when items are not readily available.
Assist customers with buying decisions: researches product, cross-reference, pricing & availability.
Suggest alternative products per Best Buy/First Choice Program/and other promotional programs.
Attend product/vendor/systems meetings to stay up to date on new product lines and current systems.
Adhere to schedule, including regular and punctual attendance at work
Meet and exceed productivity and quality standards as set forth by department management.
Contribute to maintaining company objectives on average speed of answer and first call resolution.
Perform all other duties/projects as assigned.
Non-Negotiable Hiring Criteria:
0 - 2 years customer service experience in an ACD environment.
High School education required; college degree preferred
Creative problem solving skills
Organizational and time management skills
Excellent listening, oral, and written communication skills
Excellent product and process knowledge for a specific market
Solid understanding of computer basics (Windows, Excel, Word, Email, and Internet)
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.