Lead Customer Service Representative IV

Thermo Fisher Scientific

Franklin, MA, USA

Full time

Jan 15

Full Job Description

Lead Customer Service Representative IV (Key accounts)

Position Summary

Based in our Franklin facility, you will be part of our customer service team recognized as a lead, building relationships with our customers and colleagues. We are the face and voice of the company, who makes the difference between an average and outstanding customer experience! Responsible for ensuring customers globally receive the best support possible providing an end-to-end experience with that personalized care.

What you will do

  • Act as first point of contact for our customers dealing mainly via email and telephone, ensuring the enquiry gets to the right person
  • Provide quotations to key customers and Intercompany partners
  • Process all order types
  • Confirm accurate delivery dates on order acknowledgement after stock / planning evaluation
  • Use all aspects of the Customer Service functions of the ERP system in addition to the materials planning and purchasing functions
  • Hold calls with key customers to identify and understand their prioritization requirement, liaising with production to proactively execute orders to customer requirement
  • Identify purchase trends from customers, and actively encourage forecasting
  • Responsible for maintenance and update of purchase order discrepancy and holds report
  • Liaise with customers regarding partial shipment acceptance
  • Complete letter of credit orders and documentation
  • Work with customers, trade compliance and the shipping department for shipment queries
  • Maintain customer accounts / contacts on CRM/ERP Systems
  • Resolve issues or problems using own judgement within guidelines
  • Provide training to all new customer service hires
  • Lead others, and act as the first level of support for other customer service representatives
  • As a skilled specialist, complete tasks in resourceful and effective ways using considerable judgement and initiative, and raise and participate in Process Improvement Projects – Find a better way everyday
  • Create and run reports as required by manager
  • All other duties as assigned

How will you get here?


  • High school Education or GED, Associate degree preferred

Knowledge, Skills, Abilities

  • Ability to provide outstanding customer service to external and internal customers on a consistent basis
  • Proficiency in Microsoft Outlook, Word and Excel, familiarity with remaining Microsoft Office programs
  • Minimum 4 years relevant experience in Customer Service, purchasing or planning in a manufacturing environment
  • Considerable judgement and initiative required
  • Sound knowledge of ERP / CRM systems such as Infor XA / SFDC
  • Experience in Process Improvements / Kaizen

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

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