Customer Experience Specialist III

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 Encompass Third Party Team! The role will serve as a key point of contact for support for our customers including our Capital Equipment and Prepayment Program. The successful candidate will also work in collaboration with customer management and the Thermo Fisher Scientific commercial sales team to support reporting, training, and Third Party business growth opportunities with our customers.

EDUCATION/EXPERIENCE:

• Bachelor’s degree
• 3-5 years of meaningful work experience
• Experience using Microsoft Office (Excel, Word, PowerPoint), IBM Mainframe, IBM Cognos, PowerBI, Smartsheet

KNOWLEDGE, SKILLS, ABILITIES:

• 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
• Consistent 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
• Strong Customer Service skills and desire to serve the customer
• Demonstrates superior interpersonal skills, including clear written and verbal communication, probing, and active listening
• Ability to adapt to change to meet customer and business needs
• 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

You will support the equipment program, perform the multifaceted activities associated with product sourcing and part number creation, plus provide tactical customer team support. 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 negotiation, customer quoting, order support from requisition to invoice
• 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
• Support Prepayment process, including negotiations, tracking, order support from requisition to invoice
• 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
• Create business review decks
• Resolve below cost customer orders
• Provide tactical support for order management
• Train internal employees on the value and operations of the program