Customer Experience Specialist I at Thermo Fisher Scientific

Paisley, Scotland, United Kingdom

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, BioProduction, Cell Culture, Cell TherapyIndustries

Requirements

BS/BA or High School diploma with three years of customer facing environment (biotechnology industry preferred)
Intellectually curious and results oriented
Strong written and verbal communications skills
Strong interpersonal cross-functional team-based interaction skills
Strong organizational and detail orientation skills
Strong analytical skills
Strong planning skills
Strong problem-solving skills
Basics of project management methodologies
Experience processing orders in various systems (e.g., Oracle E1/R12, SAP, Salesforce)

Responsibilities

Engage directly with customers to support sales, operations, and product management in order fulfillment
Lead all aspects of the end-to-end process for both standard catalog orders and customized orders
Encourage relationships and ensure outstanding customer happiness
Work under general direction using discretion to complete tasks
Solve problems through research of multiple alternatives
Build stable working relationships with internal and external contacts
Impact the immediate workgroup through accuracy of tasks and information provided
Support Cell Culture and Cell Therapy business units and GIBCO custom media
Run reports, analyze data, develop presentations
Support and/or lead customer conference calls
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
Work with interfacing functions (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, Product Management, Instruments, Distribution, Customer Service) to ensure timely and accurate processing and delivery of orders
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

Skills

Key technologies and capabilities for this role

Customer ServiceOrder ProcessingOracle E1Oracle R12SAPSalesforceData AnalysisReport GenerationPresentationsProject ManagementProblem Solving

Questions & Answers

Common questions about this position

What education is required for the Customer Experience Specialist role?

A BS/BA degree is required, or a High School diploma with three years of customer-facing experience in a biotechnology industry preferred.

What experience is necessary for this position?

Candidates must have experience processing orders in systems like Oracle E1/R12, SAP, or Salesforce.

Is this a remote position or office-based?

This is an office-based role under standard office environmental conditions.

What are Thermo Fisher Scientific's core values?

The company shares values of Integrity, Intensity, Innovation, and Involvement, with a team of over 100,000 colleagues working together to accelerate research and innovation.

What skills make a strong candidate for this role?

Successful candidates are intellectually curious, results-oriented, with strong written and verbal communications, interpersonal cross-functional team interaction, organizational and detail orientation, analytical, planning, problem-solving, and basic project management skills.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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