Customer Experience Specialist III

Work Schedule

Environmental Conditions

Job Description

Customer Experience Specialist III

R-01317458

Site based role in Pittsburgh, PA

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $40 billion and approximately 120,000 global employees in 50 countries. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Gibco, Fisher Scientific, Unity Lab Services, Patheon and PPD – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.

All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our success is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve humanity by carrying out our mission to enable our customers to make the world healthier, cleaner and safer.

If you share our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific.

How will you make an impact?

Are you a problem solver who likes a fast-paced environment that strives for excellence in satisfying customer’s needs? An exciting opportunity has arisen for a Customer Account Specialist to join the North American Encompass Third Party Team! This role will serve as a key point of contact for support for our customers, including order management for our Capital Equipment Program. The successful candidate will also work in collaboration with customer management and the Thermo Fisher Scientific commercial sales team to provide support for reporting, training, and Third Party business growth opportunities for our US and Canadian customers.

What will you do?

As a member of the Customer Business Development Team, you will support the various functions of the team, including sourcing and order management for the equipment program, tactical and RFP support, reporting, training, and providing an enhanced customer experience. On our team, you will work directly with customers and the commercial sales team who support them. We provide timely and accurate responses to end users, provide outstanding overall service to the customer community, and we coordinate and synchronize our efforts across cross-functional support teams. We also act as liaisons with suppliers and internal teams on the customer’s behalf to resolve questions, issues and acquire customer-specific pricing. Furthermore, we provide customer data analysis and reporting upon request while working with internal teams to support customer needs, including training and responding to questions and issues concerning customer system interfaces.

Equipment Order Management duties include

• Handle inquiries, supplier negotiations, customer quoting, order support from requisition to invoice for domestic and international orders
• Maintain equipment tracking and provide reporting summaries to leadership
• Support assigned critical metrics and strategic development
• Engage in cross-functional collaboration between customers, Sales, suppliers, AR, AP, and Finance to make the best decision available

Sourcing and part creations duties include

• Gather product information from suppliers
• Create new vendor and product records
• Provide accurate pricing and product availability
• Collaborate with end users for problem resolution
• Work closely with customers and Third Party purchasing to ensure the customer’s expected level of service

Customer team support duties include

• Create business review decks
• Resolve below cost customer orders
• Provide tactical support for order management
• Conduct supplier tiering analysis
• Train internal employees on the value and operations of the program

Department initiatives include

• Support development of comprehensive training programs for Internal Groups (Sales, Finance, Customer Service, AP/AR, etc.) to enhance their skills and knowledge of the Third Party Program functions
• Manage and optimize tools and resources to ensure effective sales processes and customer relationship management
• Foster strong internal collaboration across various departments, including Third Party, Sales, Operations, Finance, etc. to ensure alignment and effective execution of critical initiatives
• Support Practical Process Improvement and focus on improving processes with the goal of providing best customer experience
• Perform additional duties as business needs require and as assigned

Education/Experience:

• HS Diploma or GED. Bachelor’s degree preferred
• 3-5 years of meaningful work experience including customer support,   purchasing, order management, supply chain or similar
• Experience using Microsoft Office (Excel, Word, PowerPoint), IBM Mainframe, IBM Cognos, PowerBI, Smartsheet

Knowledge, Skills, Abilities:

• Strong Customer Service skills and desire to serve the customer
• Ability to handle multiple tasks and prioritizes projects and time effectively
• Organization and planning skills to meet customer commitments in a fast-paced environment
• Demonstrates professionalism, good judgment, and strong attention to detail
• Ability to work and think independently
• Proven track record of delivering quantifiable results through project management and implementing change across multiple functional areas
• Strong negotiation skills, including effective verbal communication, active listening, strong decision making, assertiveness, rapport building, and ability to deal with difficult situations

• Build and maintain strong relationships with key suppliers
• Demonstrates superior interpersonal skills, including clear written and verbal communication, probing, and active listening
• Adaptable to change and able to thrive in a dynamic, fast-paced environment
• Team player with a willingness to join forces to service needs of customer
• Ability to exhibit perseverance and compassion to diffuse customer dissatisfaction
• Proactive problem solving and decision-making
• Demonstrates the Thermo Fisher values (The Four I’s) – Integrity, Intensity, Innovation, and Involvement

This position has not been approved for Relocation Assistance.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all job duties and responsibilities associated with it.