Sr Customer Service Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office

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.

Site Specific Information:

This role will be performed at our Miami, OK location.

How You Will Make an Impact:

As a Senior Customer Service Representative, you will provide accurate and timely customer support through order administration, quotations, customer master data maintenance, and issue resolution. You will work independently within established procedures, collaborate with internal teams, and help deliver a positive customer experience while supporting service and quality standards.

Day in the Life:

• Respond to customer inquiries and support order entry, order changes, quotations, and related administrative activities accurately and within established service standards.
• Create and maintain accurate customer, order, and master data records using approved ERP, CRM, and business systems; verify information and correct routine discrepancies.
• Coordinate with Sales, Planning, Distribution, Finance, and other partners to communicate order status, address routine customer needs, and support timely resolution of service issues.
• Monitor assigned work and service metrics, meet response-time and accuracy expectations, and communicate delays, exceptions, and customer concerns promptly.
• Investigate routine order, data, and service issues within established procedures; use sound judgment and escalate complex or sensitive matters to appropriate partners.
• Follow company policies, quality requirements, data-handling procedures, and applicable safety standards while maintaining complete and timely documentation.
• Participate in Practical Process Improvement (PPI) and other continuous improvement activities to strengthen service quality, accuracy, and efficiency.
• Work collaboratively, support cross-training and knowledge sharing, complete required training, and perform other duties as assigned to support customer and business needs.

Education & Experience:

• High school diploma or equivalent and 2 years of related experience. Equivalent combinations of education and experience will be considered.
• Preferred Experience: Customer service, order management, shared services, or office administration in a manufacturing or multinational environment; experience with ERP and CRM systems.

Knowledge, Skills, Abilities:

• Strong written and verbal communication, customer service, and interpersonal skills with professionalism and sound judgment in customer interactions.
• Proficiency with Microsoft Office applications and ability to learn and use ERP, CRM, and other business systems to maintain accurate records.
• Strong attention to detail, organization, and problem-solving skills, with the ability to manage competing priorities and identify when escalation is appropriate.
• Ability to work independently within established procedures and collaborate effectively with internal and external stakeholders.
• Ability to meet service expectations, maintain data accuracy, protect confidential information, and participate in continuous improvement.

Physical Requirements and Work Environment:

• This role is performed in a standard office or office-support environment, with regular computer and telephone use; on-site or hybrid requirements will be confirmed by the hiring team.
• Follow applicable company safety, quality, security, and information-handling requirements.
• Ability to sit or stand for extended periods and use a keyboard, monitor, and other standard office equipment.

What We Offer:

Compensation

• Competitive Pay
• Performance Related Bonus where eligible
• Annual merit performance-based increase

Excellent Benefits

• Medical, Dental, & Vision benefits – Effective Day 1
• Paid Time Off/Annual Leave
• Tuition Reimbursement
• Employee Referral Bonus
• Career Advancement Opportunities