Customer Service Representative

Thermo Fisher Scientific Auburn, AL

About the Job

This position is responsible for Customer Service and Inside Sales for the Auburn, AL consumable line of products for the Laboratory Science Group. As a Customer Service - Inside Sales Representative, you will be a part of a dynamic and high-achieving customer service and sales team focused on servicing, retaining, and growing the existing installed customer base in addition to acquiring new customers through outbound and inbound telephone sales. Your key responsibilities will be to manage customer service issues and develop sales through direct customer interactions and indirect customer channels.

Customer Service Responsibilities:
  • Develop strong working relationships with CVI customers and understand their individual business needs. Communicate any customer issues to CVI outside sales force and sales management for resolution. Work internally with other members of CVI (manufacturing, quality, shipping etc.), as the customer’s advocate, to resolve any problems.
  • Gain strong working knowledge of all CVI products in order to assist customers with suggesting the appropriate product for their application.
  • Provide price quotes to existing and potential customers.
  • Process sales orders via phone, email, FAX, EDI, etc. and enter the orders into ERP.
  • Generate information and reports for management on order/sales/customer activities.
  • Maintain files of orders and customers.
  • Support outside sales force by communicating with customers on their behalf and reporting as required.
  • Send samples of products and letters to customers as requested.
  • Respond to customer complaints and concerns immediately and facilitate mutually agreeable resolutions.
  • Cross train and master all duties within Customer Service Department to provide back-up to other Customer Service Representatives when they are away from office.
  • Own execution of Customer Quotation processes.

Inside Sales Responsibilities:
  • Help drive sales by making outward calls to potential and existing customers and tracking results
  • Use suggestive selling and up-selling techniques to maximize sales opportunities.
  • Achieve / exceed quarterly sales goals as outlined by the Customer Service Supervisor and the Director of Clinical Sales.
  • Follow-up on leads coming from commercial team or Thermo Fisher’s CRM system.
  • Provide leads to other team members through Thermo Fisher Scientific’s Lead Share Program.
  • Develop strong relationships with customers within the assigned territory.
  • Partner with Field Account Managers in assigned territory, if appropriate.
  • Develop customer channels in assigned territory when requested by customers.
  • Constantly survey territory for new customers and opportunities.
  • Keep the Materials Manager and the Product Manager abreast of any new developments in the marketplace (competitive, product, customer, etc.).
  • Present the company’s products in a positive manner and maintain/build our reputation in the marketplace and develop new customers.
  • Maintain persistence and continually strive to increase market share.
  • Maintain confidentiality of information related to company business.
  • Support strategic sales plans and marketing strategies outlined by the Commercial Team

Marketing Responsibilities:
  • Participate in outbound calling campaigns.
  • Maintain customer call information in the company ERP system.
  • Follow up on sales leads as required.

Minimum Requirements/Qualifications:
  • Associates Degree in Business, or 3-5 years of equivalent work experience in Customer Service field
  • Internal candidates-requires solid knowledge of the Company’s systems, processes, and product line.
  • Demonstrated competency in customer service arena
  • Working knowledge of the market and product applications
  • Attention to detail and accuracy
  • Ability to work independently and be self-motivated.
  • Ability to be flexible and open minded.
  • Personable phone manner
  • Good communication skills (written & verbal)
  • Ability to use Microsoft Office Suite of products
  • Ability to utilize ERP and WMS systems
  • Flexibility in daily start and end time may vary depending on region of country supporting, in order for CVI customer service department to provide service to all US time zones.

This position is not approved for relocation benefits.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 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 and Patheon. For more information, please visit www.thermofisher.com.