Customer Service Representative I

5 months ago

Markham, Canada Thermo Fisher Scientific Full time

**Work Schedule**

Standard (Mon-Fri)

**Environmental Conditions**

Office

**Customer Service Representative - Warehouse and Parts Inventory**:
**How will you make an impact?**

**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 our 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 internal and external customer inquiries by:

- Generating quotes and processing orders for Parts
- Investigating parts availability
- Verifying order, delivery, and billing statuses
- Processing returns and credits
- Interact 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 daily completion 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.
- Use multiple software programs concurrently to investigate and complete inquiries - **I.T. proficiency is a strong asset**:

- 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.
- ** Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously manage 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**:
1+ 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 independently
- Taking the initiative to investigate inquiries, gather 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
- Bilingualism (English/French) is an asset

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