Work Schedule

Environmental Conditions

Job Description

Business Card Title:   Customer Operations & Support Specialist  I 

Reports To:                    Supervisor,  Customer Operations & Support  

Group/Division:            BPG

Job Profile Title:          Customer Experience  Specialist I

Career Band:                3

Job Track:                    Associate

Position Location:      Benton Lane

Position Summary:

Responsible for establishing and maintaining positive, successful relationships with customers on behalf of the company by taking complete responsibility for each customer interaction with exceptional telephone skills and/or strong email communications!

Excellent interpersonal skills both written and verbal, including digital literacy, exceptional detail orientation, strong follow up, and ability to solve problems!

Job duties associated with the position also include timely and effective management of e-mail communication, processing of returns, resolving invoice queries. Be involved in resolving delivery issues, following tracking procedures to ensure on time delivery, providing customers with regular order status overviews, attending conference calls and all other aspects of Customer Operations & Support.
The position includes a variety of tasks working in close collaboration with our commercial partners 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: 

Strong attention to detail and exceptional problem-solving skills combined with exceptional computer skills/literacy including knowledge and experience of Microsoft Office applications.
A powerful desire to succeed combined with the ability to complete multiple tasks (working calmly and accurately under pressure) whilst being self-motivated with the ability to work as part of a team, however, with little direct supervision.
Ability to ensure and influence customer satisfaction by demonstrating tact, sensitivity, and professionalism through presentation of excellence in organization and team management 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 communication 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.
To perform any other duties as may be required within the remit of the role.
To understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company’s Health & Safety Management.
Timely responsiveness  - Anticipate problems and forward thinking
Time management.
Ability to prioritize – uses metrics to make decisions regarding prioritization of tasks.

Adapts and embraces opts change.

Minimum Requirements/Qualifications:

GCSE or equivalent (UK)

Consistent track record working in an office environment within a 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.
Fluency in European languages – preferred but not essential.

Experience in Order Management, Customer Excellence / Support  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 offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

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.