Thermo Fisher Scientific Customer Care Representative in Millersburg, Pennsylvania

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.


  • Performs a variety of tasks in order to support the efforts of assigned Sales Representatives.

  • Responsible for establishing and maintaining profitable relationships with key customers on behalf of the company by taking complete responsibility for maintaining that customer needs are met in the following categories:

Customer Allegiance

  • Manage and influence customer satisfaction by demonstrating tact, sensitivity, and professionalism.

  • Develop working relationships and assist Sales Representatives through careful review of their open orders making appropriate follow up calls/e-mails and offering pre and post customer service for complex custom orders.

  • Process customer orders in a courteous, efficient, accurate, and timely manner.

  • Organize workflow to meet customer deadlines.

  • Effectively present and discuss products and services of the company to current and prospective customers in a way that conveys an image of quality, integrity, and superior understanding of our products and services.

  • Respond to customer complaints and concerns immediately and facilitate mutually agreeable resolutions.

Order Management

  • Communicate effectively with other departments to guarantee that customer requirement are met.

  • Support strategic sales plans and marketing strategies outlined by the Associate Director of Commercial Operations.

Process/System Efficiencies

  • Follow systems and procedures outlined in company manuals, staff meetings, intranet, and e-mails. Ability to learn, embrace, and retain specific order management procedures and to follow instructions and policies related to order management.

  • Ability to effectively utilize a networked telephone system. Meet established goals for telephone calls and volume of order entry.


  • Participate as a key team player by supporting other Customer Care representatives as needed. Possess excellence in organization and team management skills.

  • Strong ability to work as a team, collaborate with colleagues and share the workload as needed to provide quality customer support.


  • Bachelor’s degree, preferably in Business Administration or a scientific discipline strongly encouraged, or high school diploma/GED and equivalent knowledge and experience.

  • Requires a minimum of 2 years of related Customer Service experience, preferably with 2 years minimum in an E-Commerce environment. Internal candidates-requires solid knowledge of the Company’s systems, processes, and technical product line.

  • Excellent telephone skills reflecting a positive, professional, customer-centred organization.

  • Must have the ability to identify and solve simple problems and to multi-task under deadline.

  • Proven success in handling difficult customers with professionalism, dignity and tact required.

  • Minimal travel (<5%) may be required.

  • Must demonstrate excellent proficiency in personal computer applications such as Microsoft Outlook, Word, Excel and PowerPoint.


  • Prior bioprocess production knowledge.

  • Experience with Oracle software and SAP.

This position has not been approved for Relocation Assistance.

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.