Customer Experience Specialist

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Position Summary:

At Thermo Fisher Scientific Inc., the Customer Experience Specialist role plays a crucial role in improving customer satisfaction and operational excellence in Singapore. This role supports Sales, Operations, and Product Management by focusing on relationship building and delivering an exceptional customer experience. You will work under general direction, using research and alternatives to solve problems and establish stable working relationships with internal and external contacts. Your efforts directly contribute to flawless order execution and customer satisfaction.

Responsibilities:

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• Work with interfacing functions, including Accounting, Pricing, Product Management, Supply Chain, Quality, and Distribution, to ensure timely and accurate processing and delivery of orders.
• Act as the customer advocate throughout internal processes, troubleshooting, escalating, and resolving issues that may jeopardize customer commitments. Communicate action plans and resolutions to customers promptly.
• Run reports, analyze data, develop presentations, and support continuous improvement initiatives.
• Collaborate closely with customers to accurately capture purchase order requirements.
• Meet BioProduction business objectives regarding timely delivery, Customer Allegiance scores, and revenue targets for assigned accounts.

• Requires BS/BA, or Diploma with 3+ years of experience in a customer-facing environment (biopharma/biotechnology industry preferred).
• The ideal candidate is curious and focused on achieving goals, with excellent written and verbal communication skills, the ability to collaborate with diverse teams, strong attention to detail, analytical thinking abilities, effective planning skills, problem-solving capabilities, and knowledge of basic project management methods.
• Experience processing orders in various systems (e.g., Oracle E1/R12, SAP) and with Salesforce & Email-to-Case.
• Supply Chain experience is an advantage.
• Works in an office/manufacturing environment.