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Customer Care Colleague - Hillsboro, OR

Company: Thermo Fisher Scientific Inc.
Location: Hillsboro
Posted on: May 3, 2021

Job Description:

Job Description

Job Title: Customer Care Colleague - Remote

When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

How will you make an impact?

As a member of our Customer Care team, you'll have the opportunity to support and solve our customers' inquiries that ultimately contribute to the success of our business. Our Customer Care Colleagues provide exceptional customer service in a fast-paced environment with internal and external contacts via inbound and outbound phone calls, email and live chat.

  • Please note: this is a Remote Work opportunity with occasional need to be in our Hillsboro, OR site; candidates who qualify for consideration will be willing and able to travel to our Hillsboro site*

Our center hours of operation are 7:00 a.m. to 9:00 p.m. Eastern Standard Time. This is a full-time opportunity working 40 hours a week with the possibility of occasional voluntary overtime.

What will you do?

  • Support our internal and external customers by processing orders, requests for pricing, product availability, delivery, billing questions as well as returns and cancellations
  • Resolve customer complaints and escalate issues as appropriate with the goal of first call resolution
  • Answer product or service inquiries, troubleshoot and support our customers in facilitating communication for technical assistance as required
  • Partner with other departments within Thermo Fisher Scientific and with our suppliers to find solutions for both internal and external customers
  • Follow established performance metrics including but not limited to quality standards, after call work (ACW), adherence (ADH) and follow-up on all actions in accordance with departmental standards
  • Assist in working to increase revenue by offering substitutes and / or alternative products where applicable

How will you get there?

  • High School Diploma or equivalent


  • 2+ years of experience working in a customer service role, customer care center experience a plus
  • Experience working in an office environment also a plus

Knowledge, Skills Abilities:

  • Ability to pass a keyboard assessment with a score of 6,000+ KPH with 90% accuracy
  • Proficient in the basic use of PCs including Microsoft Office, Internet Explorer and strong typing skills
  • Highly developed sense of urgency and commitment to customer satisfaction
  • Ability to problem solve customer issues via telephone and email
  • Demonstrates attention to detail, accuracy and quality
  • Organizational skills, time management skills and ability to multi-task

At Thermo Fisher Scientific, each one of our 75,000 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

Keywords: Thermo Fisher Scientific Inc., Hillsboro , Customer Care Colleague - Hillsboro, OR, Other , Hillsboro, Oregon

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