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Warehouse + Parts Customer Service Representative

2 months ago

Markham, Canada Thermo Fisher Scientific Full time

It's more than just something that fills our days. At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters. We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe.

**Warehouse + Parts Customer Service Representative**

**How will you make an impact?**

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe and you’ll be valued and recognized for your performance. With dedicated managers and inspiring coworkers to support you, you’ll find the resources and opportunities to make meaningful contributions to the world while building a vibrant career

**What will you do?**

As a representative of the company, this position directly influences customer allegiance. This position requires extensive interaction with external customers as well as with other internal departments to ensure that our commitments to customers are met. You will identify customer needs and perform the appropriate course of action within established performance expectations and departmental standards and procedures.

**Responsibilities**:

- Assess, respond to, and resolve customer inquiries by:

- Generating quotes and processing orders for Parts
- Investigating parts availability
- Verifying order, delivery, and billing statuses
- Processing returns and credits
- Get along with multiple internal areas including Operations, Technical Support, Logistics, and external suppliers to ensure timely and accurate shipment of product and issue resolution.
- Complete inventory adjustments, investigate discrepancies and assist the shipping/receiving department with stock quantity
- Responsible for day-to-day execution of shipping and receiving procedures, ensuring shipping turnarounds are met
- Maintaining parts inventory and completion of daily cycle counts for the warehouse
- Document transactions and perform follow-up actions in accordance with departmental standard operating processes and procedures.
- Partner with other departments within Thermo Fisher Scientific and with our suppliers to obtain accurate product information
- Follow established performance metrics including but not limited to quality standards, after call work, adherence, and follow-up on all actions in accordance with departmental standards.
- ** Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously handle multiple priorities to ensure goals are met in a timely manner**

**How will you get here?**

**Education**
High school graduate, or a combination of education and experience

**Experience**
2+ years of customer service role, customer call center experience is a plus or industry-related experience preferred

**Knowledge, Skills, Abilities**
- Proficient in Microsoft 365 (Word, PowerPoint, Excel and Outlook), AS400 and IBM Notes
- Deliver and maintain a high level of service to both internal and external parties
- Demonstrates attention to detail, accuracy and quality
- Practices active listening; demonstrates superior interpersonal and communication skills
- Organizational and time management skills, ability to prioritize and multi-task
- Outstanding teammate when working with members of the immediate team, as well as colleagues outside Customer Service, while demonstrating the ability to work with little direction
- Taking the initiative to investigate inquiries, capture information, and obtain knowledge in the various channels that this role requires
- General warehouse experience
- Forklift/pallet jack experience required
- Light maintenance duties
- Able to lift or lower goods up to 50lbs. to or from waist level
- Excellent communication skills
- Motivated, willing to learn, and able to work independently

**About Thermo Fisher Scientific**

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch, as our colleagues explain 5 reasons to work with us. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies or augmenting efficiency in their laboratories, we are here to support them. Our distributed 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 and Patheon. We share a common set of values - Integrity, Intensity, Innovation and Involvement - working togeth