Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Position Summary:
As a Customer Experience Specialist, you will report to the Senior Customer Operations and Support Manager (APAC) and play a vital role within the Bioproduction Group. This customer-oriented position involves driving order completion and facilitating the seamless execution of catalog and custom orders, supporting Sales, Operations, and Product Management. Building solid relationships and ensuring outstanding customer experiences are your primary responsibilities. You will receive general direction and exercise your problem-solving skills and research abilities to complete tasks, while also cultivating reliable partnerships with internal and external contacts. Your precision and dedication will have a significant impact on your immediate workgroup.
Responsibilities:
- Work with interfacing functions to ensure timely and accurate processing and delivery of orders (Accounting, Pricing, Product Management, Supply Chain, Quality, & Distribution)
- Serve as the customer advocate throughout internal processes. Troubleshoot, advance, and resolve issues and risks that could compromise customer commitments. Communicate action plans and resolutions to customers promptly.
- Run reports, analyze data, develop presentations, support, and participate in continuous improvement initiatives
- Work closely with Internal/External customers to accurately capture purchase order requirements
- Meet BioProduction business objectives regarding timely, complete delivery, Customer Allegiance scores, and revenue targets for assigned accounts.
Minimum Requirements/Qualifications:
· Requires BS/BA, or Diploma with 3+ years of customer facing environment (biopharma/biotechnology industry preferred)
· Successful candidate is intellectually curious, and results oriented with strong skills in the following areas: written and verbal communications, interpersonal cross functional team-based interaction, organizational and detail orientation, analytical, planning, problem solving, and the basics of project management methodologies
· Experience Processing orders in various systems (e.g. Oracle E1/R12, SAP)
· Experience in Salesforce & Email-to-Case)
· Supply Chain experience an advantage
· Works in an office/manufacturing environment
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
