Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

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 an end to end experience with that personalized care.

What you will do

• Act as first point of contact for our customers dealing mainly via email and telephone, ensuring the enquiry gets to the right person.
• Provide quotations to key customers and Intercompany partners. 
• Process all order types
• 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.
• Use all aspects of the Customer Service functions of the ERP system in addition to the materials planning and purchasing functions.  Meet with Operations department to deliver proactive updates to customers
• Resolve issues with customers regarding pricing, delivery terms, etc within 24 hours
• Responsible for maintenance and update of purchase order discrepancy and holds report.
• Liaise with customers regarding partial shipment acceptance
• Complete letter of credit orders and documentation
• Handle invoice queries, Process Credit memos and warranty orders
• Chase outstanding returns for credit / warranty returns
• Work with customers, trade compliance and the shipping department for shipment queries
• Maintain customer accounts / contacts on CRM/ERP Systems
• Resolve issues or problems using own judgement and raise to supervisor if joint decision making is needed.
• Use meaningful understanding of the job to apply knowledge and skills to complete tasks.
• Active engagement ion Process Improvements
• Help Provide monthly metrics to management
• General filing and archiving of sales orders

How will you get here?

Education

• High school graduate or GED, Associate degree 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 2-3 years relevant experience
• Sound knowledge of ERP / CRM systems such as Infor XA / SFDC
• Experience in the end to end quote to invoice process
• Experience in Process Improvements / Kaizen

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. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

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.

Accessibility/Disability Access

Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

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