Customer Service Specialist I

Thermo Fisher Scientific - Durham, NC

Full-time

Hybrid - Durham, NC

Computer and Electronic Product Manufacturing

About the position

The Customer Service Specialist I at Thermo Fisher Scientific plays a crucial role in supporting biopharmaceutical customers by managing the quote to cash processes. This hybrid position involves ensuring accurate processing of customer purchase orders, collaborating with various departments, and providing exceptional customer service to key clients in the pharmaceutical and electronic manufacturing sectors. The specialist is responsible for maintaining high-quality standards and efficiency in order management, contributing to the overall success of the company’s operations.

Responsibilities

• Ensure that customer purchase orders are processed accurately and meet all customer requirements, aligning with data in PCS ERP including pricing, unit of measure, and billing information.
• Collaborate with vendors and procurement team to ensure timely delivery and prevent customer shutdowns.
• Coordinate with sales for alternative material options.
• Review open orders including updates to estimated ship dates, changes in customers' requested dates, and other changes.
• Complete daily procedures involved in order management including ESD (Estimated Ship Date) management of past due or approaching ESD dates.
• Meet and/or exceed customer expectations by providing timely and accurate responses to all customer inquiries and updates to their orders as changes arise.
• Confirm unpublished lead times on material.
• Build customer-specific reports, including open orders, dedicated inventory, and/or customer-owned reports.
• Lead calls with customers to discuss orders and/or dedicated inventory.
• Process returns and credit memos and work with finance teams to support invoice discrepancies as needed.
• Apply the PPI system in daily activities, including Tier 1 Daily Management Board.
• Use the Trackwise system for entry and processing of Problem Resolutions, Corrective Actions, and CAPAs.
• Use Intelex and Thermo Fisher University to complete required training.
• Work closely and support related activities of the sales organization, customer service, supply chain, and regulatory to ensure balanced operations.
• Maintain Customer Cheat Sheets (customer requirements) for dedicated accounts.

Requirements

• Experience with order entry and daily order management, preferably within an ERP (AS400) or a CRM system (Salesforce).
• Customer Service-related experience, 2+ years preferred.
• Strong written and oral communication skills.
• Ability to collaborate with other departments within the Company such as Procurement, Sales, and Finance.
• Ability to prioritize and handle diverse, opposing priorities and projects.
• Outstanding verbal skills to work well within a team with a customer-centric approach and curiosity about continuous improvement.
• Results-focused individual.
• Successful at multitasking.
• Have a 'Customer First' approach to relationships with internal and external customers.
• Proficiency in MS Office (Word, Outlook, and Outlook).

Nice-to-haves

• Experience working in a Distributor or Manufacturer environment (preferred).
• Bachelor's Degree, equivalent experience in Business, Supply Chain, or a related field.