Customer Service Rep II

Work Schedule

Environmental Conditions

Job Description

Job Description – Customer Service Representative

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. And you’ll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Who You Are

• A problem solver who thrives in a fast-paced, collaborative environment.
• Detail-oriented with strong organizational skills—you manage multiple priorities with confidence.
• A customer advocate who communicates clearly and builds trust quickly.
• Adaptable, resourceful, and proactive—you see challenges as opportunities to improve.

What You Bring

• Education: High School Diploma or equivalent required.   Associate’s or Bachelor’s degree preferred, or equivalent experience.
• Experience: 2+ years in customer service, order management, or account coordination—ideally within life sciences, diagnostics, or a related industry.
• Technical Skills: Proficiency in SAP, Salesforce, Esker, and Microsoft Office Suite (Excel, Outlook, Teams).
• Communication: Strong written and verbal communication skills with a focus on clarity, empathy, and responsiveness.
• Ability to read and speak French would be preferred.

This role ensures seamless order management, accurate scheduling, and exceptional customer communication to maintain Thermo Fisher’s service excellence and reliability.

The successful candidate will manage complex and recurring orders, serve as a key liaison between internal teams and customers, and proactively address order status, product availability, and service concerns.

Key Responsibilities

• Process and manage complex customer orders, including recurring and scheduled shipments, ensuring 100% order accuracy and on-time delivery.
• Maintain direct communication with monitored accounts via phone and email to address inquiries, resolve issues, and provide updates.
• coordinating with Sales, Operations, and Technical teams.
• Conduct regular account touchpoints, including:
• Prepare and send weekly backorder reports, product availability updates, and shipment status reports.
• Utilize systems including SAP, Esker, Salesforce, and internal databases for order tracking, entry, and reporting.
• Support Sales Associates with order changes, escalations, and custom requests.
• Manage incoming customer care calls and ensure timely response and documentation.
• Collaborate with cross-functional teams to ensure service-level compliance and customer satisfaction.
• Proven ability to manage monitored or strategic accounts and handle complex, high-volume orders.
• Technical Skills: Proficiency in SAP, Salesforce, Esker, and Microsoft Office Suite (Excel, Outlook,
  Teams).
• Strong data tracking, reporting, and order documentation skills.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

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.

*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.