Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

- Manage and execute customer orders across multiple channels (phone, email, EDI), ensuring accuracy, timeliness, and alignment with service expectations

- Serve as the primary point of contact for assigned customer accounts, building strong, trust-based relationships

- Own the end-to-end order lifecycle, ensuring accuracy, efficiency, and a seamless customer experience

- Proactively analyze customer ordering patterns to identify trends, risks, and opportunities for improvement

- Partner with customers to optimize ordering behavior and reduce errors and inefficiencies

- Collaborate cross-functionally (Sales, Distribution) to drive solutions and improve service outcomes

- Act as a customer advocate, influencing internal teams to meet customer needs

- Identify and implement process improvements that enhance customer experience and operational efficiency

- Support account stability by minimizing disruptions, returns, and service gaps

- Maintain accurate system documentation and ensure data integrity

- Mentor or support less experienced team members as needed

- Manage workload effectively in a high-volume, performance-driven environment

Performance Metrics May Include:

- Customer satisfaction and experience scores

- Order accuracy and turnaround time

- Response and resolution time

- Reduction in order errors, returns, and service disruptions

- Account stability and proactive engagement

Education
• Bachelor’s degree preferred or equivalent experience

Experience
- 3+ years of experience in customer service, order management, or customer-facing operations

- Experience working within ERP systems (Navision or similar preferred)

- Experience analyzing data and identifying trends to drive improvements

Knowledge, Skills and Abilities:
- Strong analytical and problem-solving skills

- Ability to work independently with limited supervision

- Demonstrated ability to manage complex customer situations

- Strong communication and relationship-building skills

- Business acumen and ability to balance customer and company needs

- Proficiency in Microsoft Office (Excel, Outlook, Word)

- Ability to influence cross-functional teams

Working Environment
Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirementsfor this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.