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Customer Experience Specialist I
2 months ago
As an Associate Project Manager I - Order Management and Customer Excellence at Thermo Fisher Scientific, you will be part of our BioProduction Cell Culture Order Management team. Your primary focus will be on building relationships with customers, sales, and operations teams to deliver an outstanding customer experience.
Key Responsibilities- Collaborate with cross-functional partners to ensure timely and accurate processing and delivery of orders.
- Ensure Service Level Agreements are met for all customer inquiries for given territorial assignments.
- Serve as the customer advocate throughout internal processes, troubleshooting, and resolving issues and risks jeopardizing customer commitments.
- Adhere to Custom Order Database data integrity standard methodologies.
- Meet BioProduction business objectives around order quote and approval document turnaround time, customer service level targets, and revenue goals.
- Run reports, analyze data, develop presentations, support and/or lead customer conference calls, and lead continuous improvement initiatives.
- Mentor and train Jr. APMs and support ITO leads with project tasks, operational reporting, and commercial engagement initiatives.
- Requires BS/BA (Biology, Molecular Biology, Chemistry, or Engineering), or High School diploma with five years of biotechnology experience.
- Five years' experience in a customer-facing environment and working technical knowledge of the biotechnology industry, including the basics of project management methodologies.
- Minimum of one-year experience working for the BioProduction Group (BPG) in a customer-facing role.
- Strong skills in written and verbal communications, interpersonal cross-functional team-based interaction, organizational and detail orientation, analytical, planning, and problem-solving.
- Intellectually curious and results-oriented.
Works in an office environment. May, on a continuous basis, sit at a desk for a long period of time; intermittently answer the phone and write or use a keyboard to communicate through written means. The noise level in the work environment is usually low to moderate. Must be flexible to work varying schedules and hours as needed.
Compensation and BenefitsThis position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs.
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement.
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy.
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan.
- Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.
