Customer Service Specialist I

Work Schedule

Environmental Conditions

Job Description

Position Summary:

This is a Customer Service Specialist I, where you will report to the Customer Service Supervisor. You will take responsibility for managing more complex customer interactions and ensuring high-quality service. This position requires you to have a strong understanding of customer needs, excellent problem-solving abilities, and the ability to manage multiple tasks effectively in a fast-paced environment. You will play a key role in ensuring the customer’s experience meets or exceeds expectations.

Scope of Responsibilities:

• Act as a senior point of contact for customers and channel partners, handling inquiries via phone, email, and other communication methods.
• Manage complex order fulfillment processes and proactively communicate any changes or delays to customers.
• Address inquiries related to quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and other documentation (e.g., proof of delivery).
• Collaborate with internal teams such as Sales, Supply Chain, and Finance to ensure customer expectations are met and processes are followed.
• Drive the Order to Cash process, including order creation, purchase order processing, shipping document preparation, and coordination with logistics and distribution teams.
• Ensure compliance with SLAs and KPIs, contributing to the overall success of the department.
• Lead process improvement initiatives and ensure adherence to corporate guidelines and policies.
• Handle cross-border interactions, working with global stakeholders in different time zones and cultures.
• Perform other tasks and projects as needed.

Customer Service Competency Model:

Dependability:

• Reliable: Understands and adheres to work policies, including work hours and PTO.
• Consistent: Delivers consistent service levels, ensuring high customer satisfaction and adherence to schedules.

• Contributes to Departmental Success: Adheres to current processes and call center metrics, ensuring departmental goals are met.

Interpersonal Skills:

• Maintains Confidentiality: Avoids speculation and rumors that could harm individuals or the organization.
• Respectful: Treats all customers and colleagues with dignity and respect.
• Appropriate Tone and Tenor: Communicates confidently, manages negativity effectively, and adjusts tone to meet customer needs.
• Communication Skills: Uses courteous phrasing and avoids negative body language in interactions.
• Listening Skills: Demonstrates active listening, acknowledging customer statements and taking detailed notes.

Job Knowledge:

• Product & Service Knowledge: Deep understanding of Thermo Fisher's organizational structure, products, and services specific to the role.
• Procedures and Processes: Applies SOPs effectively to various situations and proactively seeks additional knowledge.
• Computer Skills: Proficient in system navigation and using online resources for job-related information.
• Analytical Skills: Utilizes analytical skills effectively, including tasks such as credit/debit and account balance assessments.

Teamwork/Cooperation:

• Builds Relationships: Interacts positively with colleagues and customers, fostering a supportive work environment.
• Partners with Others: Actively contributes ideas and works collaboratively to resolve issues.

Problem Solving / Decision Making:

• Resolves Customer Problems: Follows procedures to resolve issues and engages additional support when necessary. Demonstrates empathy and commitment to finding solutions.
• Seeks Agreement: Ensures customer satisfaction and recognizes when exceptions are needed beyond standard processes.
• Resourceful: Utilizes manuals, processes, and applications effectively to resolve issues and finds the right contacts for support.
• Conflict Resolution: Demonstrates patience, empathy, and concern to resolve customer conflicts independently.

Personal Development:

• Takes Responsibility to Learn and Improve: Listens actively, takes notes, follows instructions, and completes training on time.
• Learns and Applies New Concepts: Understands key business concepts and applies them over time.
• Uses Feedback to Improve: Accepts and incorporates constructive feedback for continuous improvement.
• Self Management: Adheres to Standard Work and maintains discipline to ensure completion of tasks.

Customer Allegiance:

• Embraces CARES: Understands and demonstrates CARES behaviors, ensuring quality call monitoring standards are met or exceeded.
• Provides Service Recovery: Handles difficult customers empathetically, offering apologies and special care when needed.
• Maintains Customer Focus: Prioritizes real-time external customer interactions and ensures timely responses to customer requests.
• Follow-up / Responsiveness: Sets clear follow-up expectations and ensures commitments are met, documenting responses appropriately.

Thermo Fisher Scientific Values:

• Integrity: Honor commitments and demonstrate high ethical standards.
• Intensity: Be driven to deliver results with excellence and a passion for success.
• Innovation: Transform knowledge and ideas into products and services that create value for customers.
• Involvement: Embrace unique perspectives and treat all team members with respect, working as a unified global team.