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Customer Experience Specialist
2 months ago
Job Summary:
This Customer Operations & Support role within the BioProduction group at Thermo Fisher Scientific is a customer-facing position that supports sales, operations, and product management with handling orders, responsible for the cross-functional execution of catalog and custom orders with the primary focus on relationship building and delivering an outstanding customer experience.
Key Responsibilities:
- Run reports, analyze data, develop presentations, support and/or lead customer conference calls, and 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.
- Collaborate with interfacing functions to ensure timely and accurate processing and delivery of orders.
- Serve as the customer advocate throughout internal processes, identifying, troubleshooting, and resolving issues and risks jeopardizing customer commitments.
Requirements:
- BS/BA or High School diploma with three years of customer-facing experience in the biotechnology industry.
- Strong skills in written and verbal communications, interpersonal cross-functional team-based interaction, interpersonal and detail orientation, analytical, planning, problem-solving, and project management methodologies.
- Experience processing orders in various systems (Oracle E1/R12, SAP, Salesforce).
Working Conditions:
Works in an office environment. The physical demands described above are representative of those that must be met by an employee to effectively perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.
