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Job ID :
43985BR
Location :
Canada - Ottawa
:
Job Description

ACCOUNTABILITIES:

  • Responds to and resolves customer requests including processing orders, requests for pricing, product availability, delivery, billing questions as well as returns and cancellations.
  • Answers product or service inquiries, and provides technical assistance as required
  • Works with other departments within Thermo Fisher Scientific and with our Suppliers to find solutions for both internal and external customers.
  • Accountable for resolving customer complaints (First Call Resolution) and escalates issues as appropriate.
  • Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy etc.)
  • Increases revenue by participating in up sell and cross-sell opportunities (Canada).
  • Stays abreast of new processes and initiatives within the company

EDUCATION and SKILLS:

  • Post-secondary education preferably in science or equivalent work experience
  • Displays a customer service orientation. Excellent interpersonal skills/friendly and outgoing personality, and enjoys assisting others.
  • Demonstrates superior communication skills including probing, active listening and written skills. Ability to exhibit patience and empathy and diffuse customer dissatisfaction.
  • Proactive problem solving and decision-making.
  • Demonstrates attention to detail and quality.
  • Organization and planning skills in order to meet customer commitments in a fast paced environment.
  • Ability to learn and apply new information.
  • Works independently and demonstrates resourcefulness.
  • Good PC knowledge and excellent keyboarding skills
  • Bilingualism (English/French) required


EXPERIENCE:

  • 1+ year customer service experience

SCOPE:

  • Identifies customer needs, and appropriate course of action by using acquired job skills and established departmental procedures and policies.
  • Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.

SCOPE ORIENTATION:

Revenue Size: $250M annually

Organization Unit: RSD and ULS Division

Geographic Placement: Local region (Canada/ US)

IMPACT:

  • Primarily obtains and provides information
  • Procedures and guidelines govern most decisions
  • Provides basic direction for customers when selecting supplies and/or small equipment
  • First point of contact for urgent customer situations such as rush orders or chemical spills and needs to coordinate with the appropriate personnel to respond appropriately

KNOWLEDGE:

  • Requires an understanding of Customer Service
  • Applies knowledge and learned practices and procedures for one’s own position
  • Applies acquired job skills and understanding of company policies to complete assigned tasks

COMMUNICATION/INTERACTION:

  • Can discuss and present factual information
  • Interactions are primarily with internal and external customers
  • Uses empathy and positive phrasing (verbal or written) to ensure a positive customer experience with every contact

WORKING CONDITIONS/ ESSENTIAL DUTIES:

  • Repetitive typing, considerable interaction on the telephone and regular viewing of a computer monitor. The use of voice is required for up to 8 or more hours of the day.
  • Standard office environment.
  • Hours of work may exceed regular schedule.


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