Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Position Summary
Manage and execute customer orders across multiple channels (phone, email, EDI), ensuring accuracy, timeliness, and alignment with service expectations
Serve as the primary point of contact for assigned customer accounts, building strong, trust-based relationships
Own the end-to-end order lifecycle, ensuring accuracy, efficiency, and a seamless customer experience
Proactively analyze customer ordering patterns to identify trends, risks, and opportunities for improvement
Partner with customers to optimize ordering behavior and reduce errors and inefficiencies
Collaborate cross-functionally (Sales, Distribution) to drive solutions and improve service outcomes
Act as a customer advocate, influencing internal teams to meet customer needs
Identify and implement process improvements that enhance customer experience and operational efficiency
Support account stability by minimizing disruptions, returns, and service gaps
Maintain accurate system documentation and ensure data integrity
Mentor or support less experienced team members as needed
Manage workload effectively in a high-volume, performance-driven environment
Performance Metrics May Include:
Customer satisfaction and experience scores
Order accuracy and turnaround time
Response and resolution time
Reduction in order errors, returns, and service disruptions
Account stability and proactive engagement
Education
- Bachelor's degree preferred or equivalent experience
Experience
3+ years of experience in customer service, order management, or customer-facing operations
Experience working within ERP systems (Navision or similar preferred)
Experience analyzing data and identifying trends to drive improvements
Knowledge, Skills and Abilities:
Strong analytical and problem-solving skills
Ability to work independently with limited supervision
Demonstrated ability to manage complex customer situations
Strong communication and relationship-building skills
Business acumen and ability to balance customer and company needs
Proficiency in Microsoft Office (Excel, Outlook, Word)
Ability to influence cross-functional teams
Working Environment
Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirementsfor this role:
Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
Able to work upright and stationary for typical working hours.
Ability to use and learn standard office equipment and technology with proficiency.
Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.
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.
