Customer Experience Specialist I

7 days ago

Agawam, United States Thermo Fisher Scientific Full time

Customer Experience Specialist ILocation: Agawam, MA

Schedule: mid-shift, 11am - 7pm (may vary slightly based on need)

The Production Customer Support Specialist will be supporting the activities around the operational management and maintenance of customer-specific requirements. This position will interface predominantly with Production Operations Team & Warehouse Operations. On occasion, this role could have cross-functional collaboration with the Customer, Commercial Team, and Customer Service to drive Customer satisfaction. The typical guidance for this role will be derived from your supervisor in coordination with the Business Management Team within Production Operations. Primary responsibility of this role is to perform an outbound customer order audit to validate all customer-specific requirements are satisfied, while driving necessary compliance from our standard operating procedures which govern cGMP. This position will work independently and handle the transactional and operational relationship with our Production Program, the Customer, and Warehouse Operations. Within Warehouse Operations, build relationships to cascade customer expectations by collaborating with site-specific departments (i.e. Inventory Control, Shipping, Wave Management, & Conveyor Maintenance). Measuring the success of this role is incumbent upon maintaining KPI Metrics and driving visibility and overall performance results.

**Key **Responsibilities**:

- Support specific customer Production Program accounts.
- Liaison cross-functionally
- Support contact with Business Management/Commercial for day-to-day requests, scope changes and modifications.
- Build relationships with internal colleagues to partner on processes within Warehouse Operations.
- Will ensure timely and accurate shipment of products, services, and documentation.
- Summarize and report out site specific metrics around audits completed and “Right the First Time”. Drive compliance for 100% audit completion and improve common errors found by collaborating with local management.
- Documents relative points of failure and performs follow-up actions in accordance with Departmental or Warehouse Operational SOP’s.
- Drive customer concerns with corrective actions (RCCM) or process improvements to enhance the customer experience.
- Drive Quality and Compliance of Customer Requirements by using existing systems (i.e. WMS BOSS and PPS Cloud Platform) and eventually becoming an on-site SME for system capabilities representing PPS.
- Correcting inventory issues around invalid lots, working with inventory control on lost inventory tied directly to PPS accounts, and managing order hold process.
- Support On-Site Customer visits.
- Other duties as requested by your supervisor.
- Stays abreast of and follows new processes, system changes, procedural updates, and initiatives within the company. Most importantly, maintain knowledge of PPS Customer SOPs and requirements impacting operations.
- Partner with Inbound Operations to identify critical backorders and receipt against proper purchase orders for customer allocation of inventory.
- Leverage continuous improvement methodology and related analytical tools to drive people process & technology improvements.

**Minimum **Requirements/Qualifications**:

- Prefer a Bachelor’s Degree in Business, Supply Chain, or a related field, or equivalent combination of experience and education.
- Ability to work in a fast-paced warehouse environment, lift, carry, pull, and push up to 40 - 70 pounds frequently with or without accommodation. Standing or walking for long periods should be expected.
- If required, this individual may need to operate industrial equipment and be trained to the local site regulations. All Safety and Compliance (SOOS) will be governed by local site.
- Knowledgeable in continuous improvement methodology and related analytical tools (PPI)
- Basic understanding of industry/global quality system standards and regulations such as FDA current Good Manufacturing Practices (cGMP).
- Results-oriented with a sense of urgency and willingness to call out issues. Must be able to work independently with direct supervision supported remotely and daily guidance with local management.
- Excellent interpersonal skills to work well within a team environment with a customer-focused approach and skills for continuous improvement serving internal and external customers.
- Strong organizational skills to ensure Service Level Agreements and customer requirements are met.
- Excellent written and verbal communication skills, problem solving, and decision-making skills to ultimately get results. Maintain high-level degree of accuracy and attention to detail.
- Proficiency in: MS Office (Word, Outlook, Excel, PowerPoint, TEAMS), BOSS WMS, Fisher Scientific Mainframe, PPS Cloud Platform

**Benefits**:

- Medical, Dental, & Vision benefits - Effective Day 1
- Paid Time Off & Holidays
- 401K Company Match up to 6%
- Tuition Reimbursement

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