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About the Role

Join our team at Thermo Fisher Scientific as a Customer Service Representative II, where you'll contribute to our mission to make the world healthier, cleaner, and safer. In this position, you'll provide excellent customer support throughout the service lifecycle, from initial contact through order fulfillment. Working in our collaborative environment, you'll handle customer inquiries, process orders, manage quotations, and maintain customer data while working with cross-functional teams to deliver outstanding results. This role offers opportunities for professional growth and development in a global organization committed to scientific innovation and customer success. You'll serve as a key point of contact for both internal and external customers, demonstrating strong problem-solving abilities while maintaining high standards of accuracy and efficiency. Using various ERP and CRM systems, you'll process orders, track shipments, resolve issues, and ensure customer satisfaction through proactive communication and follow-up. As part of our customer-focused team, you'll contribute to continuous process improvement initiatives while upholding our core values of Integrity, Intensity, Innovation, and Involvement.

Responsibilities

• Provide excellent customer support throughout the service lifecycle.
• Handle customer inquiries.
• Process orders.
• Manage quotations.
• Maintain customer data.
• Work with cross-functional teams to deliver outstanding results.
• Serve as a key point of contact for both internal and external customers.
• Demonstrate strong problem-solving abilities.
• Maintain high standards of accuracy and efficiency.
• Process orders using ERP and CRM systems.
• Track shipments.
• Resolve issues.
• Ensure customer satisfaction through proactive communication and follow-up.
• Contribute to continuous process improvement initiatives.

Requirements

• High school diploma and/or GED required.
• Minimum 1 year of customer service experience, particularly in SSC/multinational environment preferred.
• Government Body award or equivalent certification.
• Strong written and verbal communication skills in English.
• Proficient in Microsoft Office applications.
• Excellent attention to detail and accuracy in data entry and documentation.
• Strong problem-solving abilities and capacity to manage multiple priorities under deadlines.
• Collaborative with positive attitude and exceptional teamwork skills.
• Ability to work independently and take initiative in routine tasks.
• Professional judgment and diplomacy in handling customer interactions.
• Ability to adapt to new processes and technologies.
• Strong organizational skills and ability to prioritize effectively.
• Flexibility to participate in cross-training and support activities as needed.

Skills

• English communication skills
• Microsoft Office proficiency
• ERP systems experience (Oracle/SAP) beneficial
• CRM systems experience preferred
• Customer service software experience preferred
• Organizational skills
• Prioritization skills

Location

• 2170 Whitehaven Road, Grand Island, NY

Work Type

• Office
• Standard (Mon-Fri)

Experience Level

• Minimum 1 year of customer service experience

Education Level

• High school diploma and/or GED required

Salary/Compensations

• $14.41–$21.61 per hour
• Potential for variable annual bonus

Benefits

• Choice of national medical and dental plans
• National vision plan
• Health incentive programs
• Employee assistance and family support programs
• Commuter benefits
• Tuition reimbursement
• At least 120 hours paid time off (PTO)
• 10 paid holidays annually
• Paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave)
• Accident and life insurance
• Short- and long-term disability
• Retirement and savings programs
• Competitive 401(k) U.S. retirement savings plan
• Employees’ Stock Purchase Plan (ESPP)

About the Company

• Thermo Fisher Scientific is a global organization committed to scientific innovation and customer success.
• Our mission is 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.