Customer Service Specialist II

    Thermo Fisher Scientific Inc.
    Greenville, NC 27833
    Full-time
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    Job Description

    Job Title: Client Services Specialist

    Summary:

    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.

    Essential Functions:

    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.

    Manages all customer supplied Active Pharmaceutical Ingredient (API) and material requirements as needed, including changes and deliveries to support the agreed site operations plan.

    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.

    Education:

    Bachelor's degree in Science, Business, Production, or related field preferred.

    Experience:

    Four to six years of experience in science, business, or production related field within the manufacturing industry (ideally pharmaceutical) required.

    Equivalency:

    Equivalent combinations of education, training, and relevant work experience may be considered.

    Competencies:

    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.

    Disclaimer:

    This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.

    Nothing contained herein should be construed to create an employment contract. Occasionally, required skills/experiences for jobs are expressed in brief terms. Any language contained herein is intended to fully comply with all obligations imposed by the legislation of each country in which it operates, including the implementation of the EU Equality Directive, in relation to the recruitment and employment of its employees

    Posting ID: 588108919Posted: 2020-11-19