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Customer Experience Specialist I
3 months ago
When you're part of the team at Thermo Fisher Scientific, you will do important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe.
Your work will have real-world impact, and you will be supported in achieving your career goals.How will you make an impact?
The Customer Excellence Order Entry & Fulfillment role resides on the Purification and Pharma Analytics Customer Excellence team supporting POROS Chromatography Resins, CaptureSelect Affinity Resins, and Pharmaceutical Analytical testing instruments and consumables within the BioProduction Group.
What will you do?
- Order entry of customer purchase orders into E1/SAP systems.
- Update orders post order entry.
- Allocate finished goods to sales orders.
- Ensure appropriate shipment is scheduled in conjunction with the internal Logistics and Transportation Departments.
- Maintain intake queue for customer inquiries.
- Serve as the customer advocate throughout internal processes. Troubleshoot, raise and resolve issues and risks jeopardizing customer commitments. Communicate action plans and resolution to customer in a timely manner.
- Participate in continuous improvement initiatives.
- Work closely with customers and Account Managers to accurately gather purchase order requirements and secure business.
- Meet BioProduction business objectives around On-Time In-Full delivery, Customer Allegiance scores, and revenue targets for given account assignments.
- BS/BA degree, or equivalent work experience. Biotech industry preferred
- Customer facing and order processing/management experience required.
- Proficiency in a similar project management customer facing role.
- Must have experience processing orders in various systems (e.g. Oracle E1/R12, SAP, Salesforce).
- Works in an office environment. The physical demands described above are representative of those that must be met by an employee to successfully perform this job. Reasonable accommodations may be made to enable individuals with disabilities.
- This position is not eligible for relocation benefits.
- Limited travel is required (
