Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Benton Lane, Newcastle
Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where attention to detail, problem-solving, and collaboration really matter?
We’re looking for a Customer Operations & Support Specialist to join our team at Benton Lane, Newcastle. This is a fantastic opportunity to play a key role in building strong customer relationships while working closely with our commercial and operational teams.
In this customer-facing role, you’ll take full ownership of customer interactions, acting as a trusted internal account representative. You’ll manage everything from order processing and email communications to resolving delivery and invoice queries — always ensuring an exceptional customer experience.
You’ll be the voice of the customer, working cross-functionally to ensure orders are delivered on time, issues are resolved efficiently, and customers feel supported at every step of their journey.
Build and maintain positive, profitable customer relationships
Manage customer enquiries via email and telephone with professionalism and confidence
Process returns, resolve invoice queries, and support delivery issue resolution
Monitor open orders and proactively provide order status updates
Collaborate closely with commercial partners and internal teams
Support complex custom orders and project work with strong follow-up
Attend conference calls and contribute to continuous improvement within Customer Operations
Take ownership and accountability for customer outcomes
Work in line with company policies, KPIs, and Health & Safety requirements
Strong attention to detail with excellent problem-solving skills
Confident user of Microsoft Office and ERP systems
Ability to multitask and remain calm under pressure
Self-motivated team player who can work with minimal supervision
Highly organised with excellent time management and prioritisation skills
Customer-focused mindset with strong written and verbal communication
Comfortable adapting to change in a dynamic environment
GCSEs (or equivalent) / High School Diploma or GED
Proven experience in Customer Service and ERP systems (or equivalent experience)
Experience in Order Management or Customer Support (manufacturing or distribution preferred)
Bachelor’s degree in Business Administration or a scientific field (preferred)
European language skills are a plus, but not essential
Proven experience in developing strong customer relationships
Work at a well-established site in Benton Lane, Newcastle
Be part of a collaborative, customer-centric team
Opportunity to make a real impact on customer satisfaction and business success
A role that offers variety, responsibility, and continuous learning
If you’re driven, detail-oriented, and passionate about delivering excellence to customers, we’d love to hear from you.
About Thermo Fisher:
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.