Senior Customer Care Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. 

The primary role of our on-site Senior Customer Care Representative is to provide professional communication via phone and e-mail to our customers and internal support teams.  The Sr CCR role is responsible for addressing a wide range of customer service needs, including providing pricing, order status, placing orders, coordinating deliveries, and handling specialized tasks such as, processing returns, and addressing customer concerns.

This role will receive in person training, coaching, and mentoring.  Contribute to the company’s goals and objectives, ultimately contributing to the overall customer satisfaction.  Collaborate with other onsite colleagues to provide best in class customer experience!

Work Location Requirement: Candidates must be able to work onsite daily at 2170 Whitehaven Road, Grand Island, NY. This position is not eligible for remote work or relocation assistance.

Responsibilities

• Work on-site in Customer Care to provide professional communication via phone and email to our customers and internal support teams.
• Provide accurate and timely assistance with order placement, customer inquiries, and routing customer calls and e-mails as appropriate.
• Handle and resolve customer complaints and concerns with empathy and patience, aiming to achieve customer satisfaction.
• Follow established service quality standards, meet order and inquiry processing time, and maintain a high level of order accuracy.
• Actively participate in classroom, side-by-side, and self-paced training.
• Ability to continuously learn and apply new information and processes.
• Demonstrate self-motivation and resourcefulness by working independently.
• Participates and lead team meetings to communicate updates, share best practices, and foster a positive team environment.
• Identify process improvements and work with leaders to implement process change.
• Other duties as assigned, including but not limited to supporting other Customer Care functions, assist with projects, process improvement, etc.
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Minimum Requirements/Qualifications

• High school diploma or equivalent required
• 2 years of customer service experience
• Experience with computer applications such Microsoft Office Suite.
• The ability to work in a fast-paced environment requiring typing, considerable interaction on the phone, navigating numerous applications using multiple monitors.
• Demonstrates superior communication skills including probing, active listening, and written skills. Ability to exhibit patience and empathy and diffuse customer dissatisfaction.

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Compensation and Benefits

• This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
• Medical, Dental, & Vision benefits – Effective Day 1
• Paid Time Off & Holidays
• Participation in Annual Incentive Program
• 401K Retirement Savings Program
• Tuition Reimbursement – Available after 90 Days!
• Employee Referral Bonus
• Employee Discount Program
• Employee Assistance Program
• Employee Stock Purchase Program
• Charitable Gift Matching
• Company Paid Parental Leave
• Career Advancement Opportunities 

Our Mission is to enable our customers to make the world healthier, cleaner, and safer. As one team of 125,000+ colleagues, we provide an inclusive culture while sharing a common set of values - Integrity, Intensity, Innovation, and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation, and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

• For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

Compensation and Benefits

The hourly pay range estimated for this position based in New York is $18.57–$27.86.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards