Thermo Fisher Scientific Customer Experience Specialist I in Grand Island, New York
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.
The Associate Project Manager (APM) resides on the BioProduction PMO Inquiry to Order (ITO) Custom Cell team responsible for managing Gibco cell culture custom orders for BioProduction and Research markets, and is a single point of contact serving the customer, sales and operations through the cross-functional execution of custom inquiries, orders and services with the primary focus on relationship building and delivering a seamless customer experience.
What will you do?
Work with interfacing functions to ensure timely and accurate processing of customer quotes and orders (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, BioProduction PMO team members, and Customer Service).
Ensure Service Level Agreements and requested delivery dates are met for all customer orders for given account assignments.
Serve as the customer advocate throughout internal processes. Troubleshoot, escalate and resolve issues and risks jeopardizing customer commitments. Communicate action plans and resolution to the customer in a timely manner.
Adhere to Custom Order Database data integrity best practices.
Meet BioProduction business objectives around inquiry turn-around time, customer service level targets, order conversion rates, and revenue goals.
Run reports, analyze data, develop presentations, lead customer conference calls, and participate in customer audits.
How will you get here?
BS/BA (Biology, Molecular Biology, Chemistry, and Engineering), or High School diploma with five years of biotechnology experience.
Position requires five year’s experience in a customer facing environment and working technical knowledge of the biotechnology industry including the basics of project management methodologies.
The successful candidate will have strong skills in the following areas: written and verbal communications, interpersonal cross-functional team based interaction, organizational and detail orientation, analytical, planning, and problem-solving. Should also be intellectually curious and results oriented.
This position is not approved for relocation benefits.
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.