Customer Service Representative
Hayward Holdings, Inc.
Customer Service Representative II, Government Accounts
Thermo Fisher Scientific
full-time
Posted on:
Location: California, North Carolina, Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $15 - $21 per hour
Job Level
Mid-LevelSenior
About the role
- Responds to and resolves customer requests via email and phone, including processing orders, pricing, product availability, delivery, billing questions, returns and cancellations.
- Answers product or service inquiries and supports customers in facilitating communication for technical assistance as required.
- Works with other departments within Thermo Fisher Scientific and with Suppliers to find solutions for both internal and external customers.
- Accountable for resolving customer requests, complaints and questions delivering with a First Call Resolution attitude and raising issues when appropriate.
- Follows established service quality standards, meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy, etc.).
- Processes EDI kick out errors and follows multiple account-specific SOPs.
- Stays abreast of new processes and initiatives within the company.
- Provides backup to general customer service as needed with an emphasis on government accounts.
Requirements
- High School education required; college degree preferred.
- Currently hold a Customer Service position and be fully trained on all customer service processes or possess equivalent experience and/or knowledge.
- Excellent social skills/friendly and outgoing personality and enjoys assisting other.
- Demonstrates outstanding communication skills including probing, active listening, and written skills.
- Ability to exhibit perseverance and empathy and diffuse customer dissatisfaction.
- Proactive problem solving and decision-making.
- Strong organization and planning skills in order to meet customer commitments in a fast-paced environment.
- Ability to embrace change and actively encourage others to remain positive through change.
- Ability to learn and apply new information.
- Ability to work both independently and within a team.
- Demonstrates resourcefulness and creative problem-solving skills.
- Organizational and time management skills.
- Ability to navigate mainframe and work within multiple software programs, in addition to Microsoft Office, email and Internet navigation preferred.
- Excellent product and process knowledge for a specific market or previous experience supporting specific client groups preferred.
