Customer Service specialist III

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Adherence to all Good Manufacturing Practices (GMP) Safety Standards, Office, Some degree of PPE (Personal Protective Equipment) required (safety glasses, gowning, gloves, lab coat, ear plugs etc.)

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
Join our Customer Service team at Thermo Fisher Scientific, where you'll contribute to delivering exceptional customer experiences while supporting our mission to make the world healthier, cleaner, and safer. As a Customer Service Specialist III, you'll manage customer relationships, drive process improvements, and ensure seamless order fulfillment. You'll collaborate across multiple departments to resolve escalations, maintain high service standards, and contribute to our organization's continued growth and success. This role offers professional development opportunities while working with advanced scientific technologies and solutions.

GROUP/DIVISION SUMMARY

The Drug Product Division - North America (DPD-NA) is one of the five divisions that make up the Pharma Services Group. We are made up of approximately 4400 colleagues across six sites who specialize in taking sterile injectable and oral solid dose drug products from development to commercialization.

 

POSITION SUMMARY

The Customer Service Specialist II builds effective internal and external relationships by working closely with customers, internal operations, and logistics personnel in order to achieve customer service level objectives.  Manages the communication, schedules and shipments of customers’ commercial orders.  Coordinates order logistics through the plant and schedules customer order releases and shipments.    

 

Key Responsibilities:

• Provides support and mentoring to Customer Service Specialists and Project Teams.  This includes training of standard work for the CSS I & II roles.
• Act as CSS Lead, assisting in process and tool enhancements to enable growth.
• Resolves moderate and assists with  customer issues by recommending and implementing solutions.
• Demonstrates proficiency in multiple business processes across product families and can make decisions based on impact across all manufacturing lines.
• Advises business unit team and management of contractual rights and obligations of the assigned programs.
• Assists with monitoring the effectiveness of the supply agreed/forecast/PO acceptance and introduces required modifications.
• Assists with the Customer Change Request (CCR) process.
• Backup support for Customer Purchase order process in ERP system.
• Manages customer purchase order process in accordance with forecast and contract adherence.
• Manages the client relationship with the customer representative(s) through meetings, site visits, teleconferences, and other forums to ensure that issues are addressed and timeline activities are met.
• Mitigates any outstanding issues affecting production or release of product with client.
• Monitors product supply chain for specification changes and deviations that impact product supply and coordinates timely resolution. 
• Communicates and resolves issues with client, business management, and demand and supply chain staff.
• Executes/facilitates routine customer requests such as inventory report requests, batch status requests, sample requests, and documentation/paperwork requests.
• Attends/supports the demand and supply meetings and Customer Sales and Operations Planning (S&OP) meetings, ensuring client requirements/commitments are accurately represented.
• Update System information to support client PO date and TAFQAR requirements; drives OTIF requirements for assigned customer.
• Lead internal meetings to support batch release and others as needed 
• Other duties as assigned 

 

Qualifications:

• Bachelor’s degree in Supply Chain, Science, Business, Production, or related field preferred.
• 5+ years of experience in  science, business, or production related field within the manufacturing industry (ideally pharmaceutical) and experience in customer facing roles with experience delivering high-level presentations/demonstrations on services etc.  is required.
• Equivalent combinations of education, training, and relevant work experience may be considered.
• Familiarity with a variety of concepts, practices and procedures.
• Outstanding attention to detail and organizational skills.
• Self-starter, mature, independent and dependable.
• Ability to work in a fast paced environment under pressure, able to multi-task and is results-oriented.
• Demonstrates ability to maintain a high degree of confidentiality.
• Effective time management and prioritization skills. 
• Requires discretion and independent judgment.
• Very high degree of interpersonal skills to establish and maintain effective working relationships with employees and the public, including tact to handle sensitive matters.
• Highly effective verbal and written communication skills.
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint).

 

Physical Requirements:

Position requires ordinary ambulatory skills and physical coordination sufficient to move about office locations; ability to stand, walk, stoop, kneel, crouch periodically for prolonged periods of time; manipulation (lift, carry, move) of light to medium weights of 10-35 pounds; arm, hand and finger dexterity, including ability to grasp and type for prolonged periods of time; visual acuity to use a keyboard, computer monitor, operate equipment, and read materials for prolonged periods of time; ability to sit, reach with hands and arms, talk, and hear for prolonged periods of time.