Customer Experience Specialist
2 weeks ago
**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Office
**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**:
- 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.
**Minimum Requirements/Qualifications**:
- Requires BS/BA, or Diploma with 3+ years of experience in a customer-facing environment (biopharma/biotechnology industry preferred).
- Supply Chain experience is an advantage.
- Works in an office/manufacturing environment.
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