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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.
 

How will you make an impact?

The Returns Team Leader will provide guidance and oversight to the Returns department while working alongside the team to provide high level customer service to internal and external customers with the goal of maintaining meaningful business relationships. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific, and be eager develop others.

Responsibilities:

• Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.
• Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded.
• Provide high level of customer service to existing and new customer base by handling customer returns.
• Interface closely with sales, service, and management to ensure customer satisfaction is improved.
• Effectively communicate and exchange information among team members.
• Monitor call center ACD queues and staffing levels to ensure service levels are met or exceeded.
• Review daily agent reports for compliance to individual and group objectives (such as, average handling time, utilization, and calls answered)
• Identify and implement process improvements.  Standardization of processes and the elimination of non-value added activities is required to improve overall group efficiency and enhance resource utilizations.
• Assist with daily staffing and Returns associates, including review and approval of PTO.
• Perform service observations (quality evaluations) in accordance with the Customer Service Quality Program Guidelines.  Coach agents to meet quality objectives.
• Coordinate department training to include product features/accessories, systems knowledge and communication/customer service skills.
• Respond to customer feedback through CAS survey alerts.
• Responsible for meeting all required department and company training goals and expectations.
• Work cases and phone calls where needed to meet team objective
• Support Practical Process Improvement (PPI) methodology and participate in initiatives as the need arises.
• Maintain a working knowledge of Thermo Fisher products within customer environment.
• Provide first level escalation support to Customer Service Representatives.
• Perform other duties as assigned by Management.

How will you get here?

• Requires Associate’s degree or higher.
• Associate’s degree with 3+ years of related experience; or an advanced degree with limited experience; or equivalent work experience.

Knowledge, Skills, Abilities

• Excellent Computer skills required; efficiency in Word and Excel.
• Excellent communication skills; both oral and written.
• Able to organize and prioritize work, be proactive, take initiative, resolve problems, follow through and simultaneously prioritize to ensure goals are met in a timely manner.
• 3+ years customer service experience preferred.
• Associates or Bachelor’s degree preferred.

We offer competitive salary, an annual incentive bonus plan, and a range of other employee benefits!

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.

*This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.