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Customer Excellence Specialist, Core Accounts
4 months ago
Job Title: Customer Excellence Specialist, Core Accounts,
The Customer Excellence Specialist, Core Accounts, is part of the Customer Excellence Organization supporting the BioProduction Group portfolio which provides biotechnology and biopharmaceutical customers with integrated solutions across the entire bioproduction workflow
This position is responsible for building and maintaining excellent customer relationships with BioProduction (BPG) Core strategic accounts and partners globally. This position reports to the Director, Global Customer Excellence, BioProduction Group.
The position includes a variety of tasks working in close collaboration with our Global Core Account Leaders and acts as an internal account representative, responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking ownership and accountability
Key Responsibilities:
- Own the assigned core objectives supporting the Customer Excellence Organization strategy related to order management and customer experience improvements.
- Identify critical supply needs for the customers, submit expedite requests, and manage workflow from initiation to completion.
- Drive best possible expedite outcome to customers working with planning, procurement, tiger team, logistics, site Customer Excellence team members.
- Serve as the interface between the customer and the site Customer Excellence teams to ensure timely order entry and order allocation once finished goods are available to ship.
- Ability to ensure and influence customer satisfaction by demonstrating tact, sensitivity, and integrity through presentation of excellence in organization and team leadership skills.
- Ability to develop and maintain working relationships and assist commercial partners by way of detailed monitoring of open orders and communication over prospective orders, appropriate follow up, offering pre and post customer service for complex custom orders and projects.
- Navigate and partner to communicate effectively with internal functions, updating regularly to guarantee customer requirements are met.
- Ability to demonstrate excellent interpersonal skills reflecting a positive, professional, and customer centered organization.
- Adhere to the Company’s instructions and policies related to order management and customer relations and to meet established goals.
- Understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company’s Health & Safety Management.
Minimum Requirements/Qualifications:
- 5+ years Customer Service and ERP (ENTERPRISE RESOURCE PLANNING) experience or relevant work experience.
- Bachelor’s degree, preferably in Business Administration or a scientific field strongly encouraged, or the equivalent knowledge and experience.
- Proficiency in European languages - preferred but not crucial (UK).
- Experience in Order Management, Customer Excellence, or equivalent is preferred and ideally within the manufacturing or distribution industries.
- Previous experience in developing customer relations and demonstrable interpersonal, communication and customer service skills.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
