Customer Operations & Support Specialist I – Order Management

Thermo Fisher Scientific•Logan, UT

12d•Onsite

About The Position

Responsible for establishing and maintaining positive, successful relationships with customers on behalf of the company by taking complete responsibility for each customer interaction with exceptional telephone skills and/or strong email communications! Excellent interpersonal skills both written and verbal, including digital literacy, exceptional detail orientation, strong follow up, and ability to solve problems! Job duties associated with the position also include timely and effective management of e-mail communication, processing of returns , resolving invoice queries. Be involved in resolving delivery issues, following tracking procedures to ensure on time delivery, providing customers with regular order status overviews, attending conference calls and all other aspects of Customer Excellence. The position includes a variety of tasks working in close collaboration with our commercial partners and acts as an internal account representative, responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking ownership and accountability.

Requirements

High School Diploma or equivalent GED (US)
Minimum of 4 + years Customer Service and ERP (ENTERPRISE RESOURCE PLANNING) experience or relevant work experience
Previous experience in developing customer relations and demonstrable interpersonal, communication and customer service skills

Nice To Haves

Bachelor’s degree, preferably in Business Administration or a scientific field strongly encouraged, or the equivalent knowledge and experience. (US)
Experience in Order Management , Customer Excell ence / Support or equivalent is preferred and ideally within the manufacturing or distribution industries

Responsibilities

Strong attention to detail and exceptional problem-solving skills combined with exceptional computer skills/literacy including knowledge and experience of Microsoft Office applications
A powerful desire to succeed combined with the ability to execute multiple tasks (working calmly and accurately under pressure) whilst being self-motivated with the ability to work as part of a team, however, with little direct supervision
Ability to ensure and influence customer satisfaction by demonstrating tact, sensitivity, and professionalism through presentation of excellence in organization and team management skills
Ability to develop and maintain working relationships and assist commercial partners by way of detailed monitoring of open orders and communication over prospective orders, appropriate follow up, offering pre and post customer service for complex custom orders and projects.
Navigate and partner to communicate optimally with internal functions, updating regularly to guarantee customer requirements are met
Ability to demonstrate excellent communication skills reflecting a positive, professional, and customer centered organization.
Adhere to the Company’s instructions and policies related to order management and customer relations and to meet established goals
To perform any other duties as may be required within the remit of the role
To understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company’s Health & Safety Management
Timely responsiveness - Anticipate problems and forward thinking
Time management
Ability to prioritize – uses metrics to make decisions regarding prioritization of tasks
Adapts and embraces change