Customer Service Agent

Thomas ScientificSwedesboro, NJ

$24+ / hour

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Overview

Schedule

Full-time

Career level

Entry-level

Remote

Hybrid remote

Compensation

$24+/hour

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Job Description

HybridStarting at 24.00/hourAbout Thomas ScientificThomas Scientific is a leading distributor of laboratory products, equipment, chemicals, and supplies, serving research, academic, clinical, industrial, and government laboratories. We connect scientists with the products they need from thousands of manufacturers, backed by responsive service and deep technical support. Our Customer Experience team is the front line of that promise — the people customers rely on to get the right product, on time, with zero friction.Position SummaryThe Customer Experience Agent is the primary point of contact for our customers through phone, email, chat, and web. You will own each interaction end to end — answering product questions, placing, and tracking orders, preparing quotes, resolving issues, and coordinating with internal teams to deliver a seamless experience. Success in this role means customers feel informed, valued, and confident that Thomas Scientific is the easiest partner they work with.Key Responsibilities

Serve as the first and primary point of contact for customers, representing Thomas Scientific professionally, knowledgeably, and courteously across all channels.
Manage the full order lifecycle: enter and process orders accurately, confirm pricing and availability, provide order status and shipment tracking, and proactively follow up on open items and backorders.
Provide product information and basic application guidance, helping customers identify the right item, equivalent, or alternative; escalate complex technical questions to product or specialist teams.
Prepare, send, and follow up on quotes and bids, including cooperative-contract and institutional pricing where applicable, and convert quotes to orders.
Process returns, replacements, credits, and order corrections, owning the resolution from intake through closure.
Investigate and resolve customer issues — pricing discrepancies, shipping problems, damaged goods, invoicing questions — coordinating cross-functionally with sales, purchasing, logistics, and accounting.
Support key and strategic accounts, including institutional and eProcurement/punchout customers, ensuring their specific requirements, contracts, and workflows are honored.
Maintain accurate records of customer interactions, accounts, and transactions in the CRM (e.g., Salesforce) and order-management systems.
Identify recurring issues and share customer feedback with the appropriate teams to drive process and service improvements.
Meet or exceed individual and team service metrics for responsiveness, accuracy, resolution time, and customer satisfaction.

Required Qualifications

High school diploma or GED required; associate or bachelor's degree (science, business, or related field) preferred.
1+ years of customer service, order management, inside sales, or contact-center experience, ideally in distribution, manufacturing, scientific, or B2B environments.
Strong written and verbal communication skills with a professional, customer-first manner.
Comfort with computers and the ability to learn order-management, CRM, and eCommerce systems quickly; working knowledge of Microsoft Office.
Strong attention to detail, accuracy, and follow-through in a high-volume, fast-paced setting.
Ability to multitask, prioritize, and resolve problems calmly under time pressure.

Preferred Qualifications

Experience with Salesforce or a comparable CRM, and with ERP/order-entry platforms.
Familiarity with laboratories or scientific products, or the ability to learn a large technical catalog.

Core Competencies

Customer focus and a genuine drive to make every interaction easy and positive.
Problem-solving and ownership — sees issues through to resolution rather than handing them off.
Collaboration across departments to get the right answer for the customer.
Adaptability, curiosity, and a coachable, team-first attitude.
Organization and reliable time management.

Work Environment & Physical DemandsThis role primarily involves working at a desk and computer with extended periods of sitting, talking, and listening on calls. It occasionally requires standing, walking, and reaching, and rarely involves lifting (typically up to ~20 lbs.). Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.What We OfferCompetitive base pay, medical/dental/vision, 401(k), paid time off, and professional-development opportunitiesThomas Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.This job description describes the general nature and level of work expected. It is not an exhaustive list of all responsibilities, duties, and skills required.

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FAQs About Customer Service Agent Jobs at Thomas Scientific

What is the work location for this position at Thomas Scientific?

This job at Thomas Scientific is located in Swedesboro, NJ, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Thomas Scientific?

Candidates can expect a pay range of $24 (per hour).

What employment applies to this position at Thomas Scientific?

Thomas Scientific lists this role as a Full-time position.

What experience level is required for this role at Thomas Scientific?

Thomas Scientific is looking for a candidate with "Entry-level" experience level.

What benefits are offered by Thomas Scientific for this role?

Thomas Scientific offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Career Development, and 401k Matching/Retirement Savings for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Thomas Scientific?

You can apply for this role at Thomas Scientific either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.