Lead Customer Service Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Able to lift 40 lbs. without assistance, Cold Room/Freezers -22degreesF/-6degrees C, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.), Warehouse

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.

DESCRIPTION:
Join our team as a Lead Customer Service Representative at Thermo Fisher Scientific, where you'll contribute to our mission to make the world healthier, cleaner, and safer. As a key member of our customer service organization, you'll provide effective leadership in customer support while mentoring team members and contributing to continuous improvement initiatives. You'll handle complex customer inquiries, manage escalations, and coordinate between customers and cross-functional teams. Your role will be essential in maintaining our high standards of customer satisfaction while supporting our company's growth and innovation goals.

REQUIREMENTS:
• 4 years of customer service experience in a professional environment
• Preferred Fields of Study: Business Administration, Sciences, or related field
• Professional certifications in customer service or relevant field are beneficial
• Proven leadership experience with ability to coach, mentor, and develop team members
• Strong proficiency in ERP systems (SAP, Oracle) and Microsoft Office Suite
• Exceptional problem-solving abilities and attention to detail
• Outstanding written and verbal communication skills
• Experience in process improvement and implementing best practices
• Ability to handle complex customer situations with diplomacy and professionalism
• Strong organizational and time management skills
• Demonstrated ability to work independently and as part of a team
• Experience with customer relationship management (CRM) systems
• Ability to work effectively in a metric-driven environment
• Knowledge of quality management systems (ISO, cGMP) preferred
• Flexibility to adapt to changing business needs and priorities
• Foreign language skills beneficial