Customer Experience Specialist II

JOB DESCRIPTION

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Position Summary :

The Customer Experience Specialist II resides on the BioProduction PMO Inquiry to Order (ITO) Custom Cell team responsible for managing Gibco cell culture custom orders for BioProduction and Research markets and is a single point of contact serving the customer, sales and operations through the cross-functional execution of custom inquiries, orders and services with the primary focus on relationship building and delivering a seamless customer experience.

The Customer Experience Specialist II may be required to lead customer projects, train and mentor APMs, train internal business partners on the custom process, and represent the BioProduction PMO on various internal project teams and operating mechanisms.

Responsibilities:

• Work closely with customers and Account Managers to accurately capture requirements for new custom products and secure business.

• Work with interfacing functions to ensure timely and accurate processing of customer quotes and orders (Feasibility, Packaging Engineering, Chemical Formulations, Planning, Logistics, Procurement and BioProduction PMO team members)

• Serve as the customer advocate throughout internal processes, managing individual custom orders for selected key accounts

• Troubleshoot, escalate and resolve issues and risks jeopardizing customer commitments. Communicate action plans and resolution to customer in a timely manner.

• Meet BioProduction business objectives around inquiry turn-around time, customer service level targets, building customer relationships and customer loyalty through well-managed experiences with the BioProduction team

• Run reports, analyze data, develop presentations, lead customer conference calls, and participate in customer audits

• Develop and execute project plans for small projects with input from Sr. BioProduction PMO team members.

• Participate and/or lead special project initiatives (i.e. system enhancements, process improvements)

• Train and mentor APMs

• Represent and/or back up team leader in managerial duties, internal project teams and operating mechanisms

Minimum Requirements/Qualifications:

• Excellent communication and customer service skills, with ten years’ experience in a customer facing environment / biotechnology experience.

• Able to work independently and support cross functional teams.

• Outstanding organizational and detail orientation, with strengths in analytical review, planning, and problem solving.   

• Proficient in the use of order management systems ideally E1 and Salesforce

• Should be intellectually curious and results oriented.

• Working technical knowledge of the biotechnology industry including the basics of project management methodologies and / or a scientific background would be an advantage