Customer Experience Specialist I

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Customer Experience Specialist role within our Customer Operations & Support team, part of the BioProduction group. This role entails engaging directly with customers to support sales, operations, and product management in order fulfillment, leading all aspects of the end-to-end process for both standard catalog orders and customized orders, with a key emphasis on encouraging relationships and ensuring outstanding customer happiness. Works under general direction using discretion to complete tasks, frequently solves problems through research of multiple alternatives, builds stable working relationships with internal and external contacts and impacts the immediate workgroup through accuracy of tasks and information provided.

Supports: Cell Culture and Cell Therapy business units and is responsible for supporting GIBCO custom media.

Essential Functions:

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 collect 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.

Education:

Requires BS/ BA or High School diploma with three years of customer facing environment (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, organisational and detail orientation, analytical, planning, problem solving and the basics of project management methodologies.  

Experience:

Must have experience processing orders in various systems (e.g. Oracle E1/R12, SAP, Salesforce).

Contacts:

Work with interfacing functions to ensure timely and accurate processing and delivery of orders (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, Product Management, Instruments, Distribution and Customer Service.)

Serve as the customer advocate throughout internal processes. Troubleshoot, escalate, and resolve issues and risks jeopardizing customer commitments. Communicate action plans and resolution to customer in a timely manner.

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.