Customer Excellence Specialist

2 weeks ago


Singapore Thermo Fisher Scientific Full time
The
Customer Excellence Specialist role reporting to Manager, Customer Excellence (APAC) is part of the Bioproduction Group.

It is a customer facing role supporting Sales, Operations, and Product Management with executing orders, and is responsible for the cross-functional execution of catalog and custom orders with the primary focus on relationship building and delivering a superior customer experience.

Works under general direction using discretion to complete tasks, frequently solves problems through research of multiple alternatives, builds stable working relationships with internal and external contacts, and impacts the immediate workgroup through accuracy of tasks and information provided.


Responsibilities:

  • Work with interfacing functions to ensure timely and accurate processing and delivery of orders (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, Product Management, Instruments, Distribution, and Customer Service)
  • Serve as the customer advocate throughout internal processes. Troubleshoot, escalate and resolve issues and risks jeopardizing customer commitments. Communicate action plans and resolution to customer in a timely manner.
  • Run reports, analyze data, develop presentations, support and participate in continuous improvement initiatives.
  • Work closely with customers to accurately capture purchase order requirement
  • Meet BioProduction business objectives around On-Time In-Full delivery, Customer Allegiance scores, and revenue targets for given account assignments

Minimum Requirements/Qualifications:

  • Requires BS/BA, or High School diploma with 2+ years of customer facing environment (biotechnology industry preferred)
  • Must have experience processing orders in various systems (e.g. Oracle E1/R12, SAP, Salesforce)
  • Supply Chain experience an advantage
  • Works in an office/manufacturing environment


Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.



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