Thermo Fisher Scientific Team Leader Customer Service in Tewksbury, Massachusetts
To provide leadership to Customer Service Representatives (CSR’s) under the direction of departmental Managers.
Manages, distributes and actions daily reports to enhance customer experience.
Handles escalated customer service issues either through direct personal action or referral to the proper individual/department.
Responds quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details, etc.
Serves as the liaison between the customers and other departments.
Works with Finance on invoice and credit limit issues
Works with Operations to get delivery dates, expedite deliveries, assist with order issues and highlight critical orders.
Assists in resolving issues concerning, but not limited to: short shipments, mis-shipments, freight adjustments
Adheres to Thermo Fisher Scientific protocols, consistencies and procedures.
Follows established service quality standards and department guidelines
Assesses individual customer requirements and direct activities to appropriate departments.
Utilizes order entry systems, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions and credit policies
Provides required documentation related to each particular order to meet shipping schedules (i.e. material safety data sheets, certificates of analysis, custom orders etc.).
Supports Practical Process Improvement (PPI) methodology and participate in initiatives as required. Recommends process improvements and with coordination of supervisor, serves on PPI and other process improvement teams or projects.
May be required to perform other related duties as required and/or assigned.
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.