Customer Service Agent

Position Objective:

The Sales Operations Analyst I provides exceptional support to internal and external customers in order to achieve our business goals.

Essential Functions:

Resourceful and results-oriented (driving to deadlines, financial targets, project goals) Take initiative through problem-solving Influence and partner with individuals/teams internally and externally Good organization and time management skills Responds to and resolves internal and external customer requests and inquiries which may involve pricing, product availability or returns, open order feedback. Interacts with multiple areas including Purchasement, Importation, Logistic, Finance, sales force, suppliers to ensure timely and accurate customer’s answers. Identifies customer needs, and appropriate course of action, including order placement, processing/expediting orders, process returns, sourcing products and other inquiries. Assesses customer needs and escalates issues as appropriate. Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures. Stays abreast of and complies with new processes, system changes, procedural updates, and initiatives within the company.. Completes all other duties as assigned. Leverage PPI/Process improvement tools to identify, own and implement customer service related process improvements

Required Qualifications / Capacity:

Uses effective questioning to identify customer needs Exercises judgment setting work priorities and identifies next steps High capacity of adaptation to change with positive and constructive feedback Communicates at higher internal and external levels and to diverse audiences Builds and maintains customer relationships Demonstrates positive influences to the team Helps to lead change initiatives Preferably, a bachelor's degree in a related science, certification or additional professional training Excellent communication skills, verbal and written English language fluency preferred Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement

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