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TDX Customer Experience Specialist

Company: Thermo Fisher Scientific Inc.
Location: Camarillo
Posted on: May 31, 2021

Job Description:

Job Description

Thermo Fisher Scientific is currently seeking a Customer Experience Specialist to be based in our West Hills, CA office that will support our commercial sales team in North America and assist with program management of our Customer Experience program. Our goal is to deliver a best in class customer experience and are looking for someone with passion to serve customers and be part of a team that is driven to succeed. Our division, Transplant Diagnostics delivers products to drive the best possible patient outcomes for Transplant Patients around the globe. The successful candidate will have solid time management skills, be able to work independently, be self-motivated, able to prioritize, have solid communication skills both verbal and written.

At Thermo Fisher Scientific, each one of our extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

Key Responsibilities:

Assume full ownership and accountability of the admin functions listed below for TDX Commercial teams

  • Routing any PO's to Customer Service that are submitted via Sales to Support Specialist and ensuring order is entered and communicating back to Sales
  • Follow Complaint resolution as per Customer Inquiry process
  • Backorder / Open Order Management (proactive communication with the customer or sales / alternative sku recommendations)
  • Quote and Order research and resolution
  • Manage quotes pending approval queue for routing
  • Liaison between sales/customer and all relevant internal teams (Product management, tech support, Customs, Credit & Collections, Service & Support, Price maintenance, Inter-Divisional, etc.)
  • Special Build Process - Owns execution of special build process in coordination with Marketing & Supply Chain on behalf of sales
  • Customer Allegiance Program Management - Gathering data, reporting, ensuring management feedback is timely to customers, meeting participation with Group/Corporate CAS stakeholders, executive summary, managing CAS Star Award nominations
  • Support training and education of commercial team members

Other roles and responsibilities

  • Respond positively and expeditiously to process all incoming telephone and email inquiries/orders from Sales Representatives
  • Proactively set-up and host internal and external conference calls to resolve sales/customer inquiries.
  • Provide a high level of customer service excellence to assist our front-line sales representatives in their day to day activity
  • Ensure adherence to set company and department goals established

Minimum Requirements/Preferred Qualifications:

  • Must demonstrate judgment, tact, and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information.
  • Accuracy is required in performing all functions of this position.
  • Works on assignments that are complex in nature where judgment is required in resolving problems and making recommendations.
  • Ability to work independently
  • Initiative and organization skills are extremely valuable to ensure good service. Must possess self-motivation, enthusiasm, and positive attitude.
  • Must have a working knowledge of personal computer applications such as Microsoft Word, Excel, PowerPoint and Outlook.
  • Must have strong working knowledge of all systems relevant to Customer Service
  • Must demonstrate the ability to identify and solve problems, and to multi-task under deadlines.
  • Must be flexible with hours worked to support various department hours beyond typical business hours as needed.
  • Must be available for a full five-day work week schedule

Experience & Education:

  • At the least 4 year college required

  • Bachelor's degree is preferred in Business Administration or a scientific discipline

  • 2 years of related customer service experience

  • Experience with order entry, customer complaint processes or logistics is a plus
  • Excellent written and oral communication skills are required.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit Apply today!

Keywords: Thermo Fisher Scientific Inc., Camarillo , TDX Customer Experience Specialist, Other , Camarillo, California

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