Customer Service Representative III (Key Accounts)

Position Summary

Based in our Franklin facility, you will be part of our customer service team, establishing relationships with our customers and colleagues. We are the face and voice of the company, who makes the difference between an average and outstanding customer experience! Responsible for ensuring customers globally receive the best support possible, providing an end-to-end experience with that personalized care.

What you will do

• Act as the first point of contact for our customers dealing via email and telephone, ensuring the inquiry gets to the right person
• Provide quotations to key customers and Intercompany partners and process all order types
• Meet with the operations department to deliver proactive updates and accurate delivery dates on order acknowledgment after stock/planning evaluation
• Resolve issues regarding pricing, delivery terms, etc. within 24 hours
• Responsible for maintenance and update of purchase order discrepancy and holds reports
• Build and process invoices, Handle invoice queries, Process Credit memos and warranty orders, and seek outstanding returns for credit/warranty returns
• Maintain customer accounts/contacts on CRM/ERP Systems
• Resolve issues or problems using own judgment and raise to supervisor if joint decision making is needed
• Help provides monthly metrics to management
• All other duties as assigned

How will you get here?

Education

• High school graduate or GED, Associate degree preferred

Knowledge, Skills, Abilities

• Ability to provide outstanding customer service to external and internal customers on a consistent basis
• Proficiency in Microsoft Outlook, Word and Excel, familiarity with remaining Microsoft Office programs.
• Minimum 2 years experience
• Sound knowledge of ERP / CRM systems such as Infor XA / SFDC
• Experience in the end to end quote to invoice process
• Experience in Process Improvements / Kaizen

Incredible Benefits!

• Review our company’s Total Rewards
• Medical, Dental, & Vision benefits - Effective Day 1
• Paid Time Off & Holidays
• 401K Company Match up to 6%
• Tuition Reimbursement - Available after 90 Days!
• Employee Referral Bonus
• Employee Discount Program
• Employee Recognition Program
• Charitable Gift Matching
• Company Paid Parental Leave
• Career Advancement Opportunities

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.