Customer Service Specialist I

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. With over $1 billion invested annually in R&D, we empower our teams to put science into meaningful action and give our R&D colleagues the autonomy, resources and tools they need to take science a step beyond.

The Production Chemicals and Services (PCS), a Thermo Fisher Scientific brand, is an extension of our biopharmaceutical customers’ supply chain management team, offering customers a range of cGMP raw materials and supply chain solutions that can improve development and manufacturing operations. We understand the minor and major implications that affect the biopharmaceutical production chemical and raw material space that can negatively impact our customer’s success. Ultimately, we help our customers mitigate risk, reduce costs, and achieve the highest quality standards, so they can focus on what matters most – developing and manufacturing life changing therapeutics.

The Account Service Coordinator (ASC) provides effective customer service for the three most important assets of PCS —customers, vendors, and co-workers—by applying excellent, in-depth knowledge of Company products and programs.

Location:

Currently 4 days in office located in Morrisville, NC with 1 remote day. No relocation assistance provided.

Responsibilities:

• Ensure that customer purchase orders are processed in a timely and accurate manner and meet all customer requirements and align with data in PCS ERP including pricing, unit of measure, and billing information.
• Work with Supply Chain to prevent customer shutdowns to assure delivery dates can be met and when needed work with sales for alternative material solutions.
• Manage open orders including updates to estimated ship dates, changes in customers requested dates, and other changes. Open order lines to support can be upwards of a few hundred order lines for our larger customers.
• 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 update orders as changes arise.
• Work directly with Supply Chain to confirm unpublished lead times.
• Creation of customer-specific reports, as required, including open orders, dedicated inventory and/or customer owned reports.
• Lead calls with customers as required to review open orders and/or dedicated inventory.
• Process returns and credit memos and work with finance teams to support invoice discrepancies as needed.
• Use Trackwise system for entry and processing of Problem Resolutions, Corrective Actions, and CAPA’s.
• Use Intelex and Thermo Fisher University to complete required training.
• Maintenance of Customer Cheat Sheets (customer requirements) for dedicated accounts

Minimum Qualifications:

• Experience with order entry and daily order management, preferably within an ERP (AS400) or a CRM system (Salesforce)
• 2+ years preferred Customer Service-related experience
• Strong written and oral communication / skills with the ability to interact with a wide variety of audiences
• Be able to successfully collaborate with other departments within the Company such as Supply Chain, Sales, and Finance
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.

We are an equal opportunity employer and value diversity in our workforce. We strive to create a positive and inclusive work environment where all employees can thrive. Accommodations can be provided for individuals with disabilities during the application and interview process. If you require any accommodations, please contact us. Join us at Thermo Fisher Scientific and make a significant contribution to the world of science and technology.

Benefits:

We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension/retirement, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.