Service Support Representative

Service Support RepresentativePay Rate; BR / hr Position Summary: Thermo Fisher Scientific, FSI Depot Service Facility located in West Columbia, South Carolina is seeking an experienced Service Support Specialist that possesses strong customer service skills. The Service Support Specialist is responsible for extensive customer contact via telephone & email. Duties include providing order preparation, processing orders, interacting with customers to obtain payment approval for services provided, responding to customer inquiries on the status of open orders, and providing documentation per customer request. Works closely in a team-oriented environment on a regular basis. Primary Responsibilities: • Reviews repair file of completed service work and initiates order processing cycle. • Resolves order issues with customer regarding pricing, lead time, terms, payment method, delivery, shipping method, etc. • Participate as a key member of the Depot Service Team. • Work with other Depot Service Team members responsible for Return Authorization (RA) issuance, receiving, instrument repair, and shipping to ensure timely shipment of product. • Customer communication by phone, email and fax. • Quotation preparation and transmission to customers. • Maintains order filing • Achieve fundamental knowledge of service product offerings. • Provide return authorizations and assist in accounting issues including resolution of account credit status. Miscellaneous Projects, including participation on practical process improvement teams to determine ways to function more effectively and improve service. • Provide backup for other administrative task related to Depot Service functions. • Miscellaneous tasks to meet business objectives. Minimum Requirements/Qualifications: • Excellent written and oral communication skills. • Understanding of Data Entry and Customer Relations Management (CRM) systems beneficial • Strong understanding of order transaction management • Proficient with the Microsoft Office including Word, Excel, PowerPoint • Strong teamwork skills • Desire to work in a Service environment and provide customer satisfaction • Detail oriented Non-Negotiable Hiring Criteria: • Minimum High School Diploma or GED required. • 2-5 years of experience in a Customer Service role • Practice work safety always • Get information needed to do the job • Meet or exceed quality and quantity standards • Keep work area clean and orderly