Sr. Customer Service Representative
Full 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.
Location/Division Specific Information
US - Remote/Pharma Services Group, Clinical Trials Division
Schedule: Monday - Friday, 12:30pm - 9:00pm EST
The hourly schedule will vary based on where the hired candidate is located. For example, if the candidate is located in CA, the hourly schedule will be Monday - Friday, 9:30am - 6:00pm PST.
How will you make an impact?
Ensuring that clinical trial shipments are delivered to the patients, on time and within client specifications. Additionally, responsible for pharmaceutical shipment tracking with transportation carriers, final mile delivery vendors to the ultimate consignee, the pharmaceutical representatives.
What will you do?
- Daily handle client and vendor interfacing via phone and electronic correspondence. Provide timely and accurate status updates while logged into the TMS system following Standard Operating Procedures.
- Maintain proactive carrier and final mile shipment tracking along with vendor issue resolution.
- Provide crucial information timely to client, vendors and internal team members. Support continuous improvement activities. Overtime may be required based on business needs.
- May be required to assist and support other departments, assist with internal and cross-departmental projects and responsibilities, and participate in global project teams.
How will you get here?
Education
Bachelor's degree in an applicable field preferred or 4 years of proven experience
Experience
- Carrier and final mile tracking experience required
- Logistics and transportation experience including vendor tracking required
- 2-5 years minimum Customer Service experience required, experience in the pharmaceutical industry preferred
- Tracking Management System (TMS) experience required
Knowledge, Skills, Abilities
- Strong professional written and verbal skills. Experienced and proficient in Outlook and Excel.
- Able to prioritize multiple tasks at one time. Perform well in a focused intensity environment.
- Possess a process oriented approach with the ability to understand Good Manufacturing and Good Documentation practices.
- When business needs require it, able to work across internal teams.
At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.