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Thermo Fisher Scientific Customer Service Representative II in Franklin, Massachusetts

Job Description

Customer Service Representative II

Position Summary

Based in our Franklin facility, you will be part of our customer service team, building 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 quotations and processing of customer orders.

What you will do

  • Act as first point of contact for our customers dealing mainly via email and telephone.

  • Provide quotations to distributors and end users.

  • Use all aspects of the Customer Service functions of the ERP system in addition to some of the materials planning function.

  • Sales order processing for customers within Americas and Internationally

  • Confirm accurate delivery dates on order acknowledgement after stock / planning evaluation.

  • Resolve issues with customers regarding pricing, delivery terms, etc within 24 hours.

  • Responsible for maintenance and update of purchase order discrepancy and holds report.

  • Process credit card payments and letter of credit orders

  • Maintain customer accounts / contacts on CRM/ERP Systems

  • Try to resolve issues or problems and raise to supervisor if needed.

  • General filing and archiving of sales orders.

  • Coverage of the front reception area as needed.

How will you get here?


  • High school graduate or GED, some secondary education 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 1-2 years relevant experience

  • Knowledge of ERP / CRM systems such as Infor XA / SFDC

Incredible Benefits!

· 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 productivity 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

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.