Thermo Fisher Scientific Senior Site Specialist - Order Management in Charlestown, Massachusetts

Job Description

This position is primarily focused on the customer service aspect of Managed Services. Activities could include: order entry, order expediting, customer service call resolution, return goods authorization, processing of backorders, vendor and customer interaction, problem resolution, executing 3rd party & agent buys. This position will utilize the advanced functionality of systems and applications in support of various inventory/chemical management and the Microsoft Office suite of programs. Customer interface communication skills are required. It is also expected that this position will have an understanding of performance metrics, and the ability to capture necessary data pertaining to individuals or team activities. Data integrity and attention to detail are paramount.

Essential Functions:

  • Follow well defined procedures as outlined by Best Practices, SOP’s & work instructions. Take direction from Site Supervisors regarding daily duties.

  • Order entry, order expediting, customer service call resolution, return goods authorization, processing of backorders, problem resolution, executing 3rd party and agent buys, vendor and customer interaction.

  • Independently makes decisions and utilizes available resources to meet customer requirements.

  • Analyzes/maintains/reconciles various customer and Fisher reports to ensure customer and Fisher requirements are met.

  • Demonstrates proficiency at capturing, presenting and explaining job or site specific performance metrics.

  • Communicates with supervisor any customer issues or potential problems.

  • Promotes personal growth and development by staying abreast of new policies and enhancements without the presence of site trainer and management team.

  • Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies course of action with a goal of first call resolution within established turnaround times

  • Works effectively with a diverse cross-functional team.

  • Embraces Practical Process Improvement (PPI) methodologies

  • Utilizes basic systems or performs the functions that support various inventory and chemical management programs

  • Access & utilize Thermo Fisher Scientifics’ Intranet and SharePoint document management system.

  • Positively represent Thermo Fisher Scientific at all times throughout customer locations.

  • Performs other duties as assigned.

Minimum Requirements/Qualifications:

  • Must be able to read, write and speak English

  • Displays a high level of confidentiality for both customer and Fisher.

  • Must maintain Thermo Fisher Scientifics’ Four-I Values

  • Must possess a High School Diploma

  • Must have three to five years of progressive relevant experience

Non-Negotiable Hiring Criteria:

  • Must possess a strong desire to serve the customer, and the interpersonal skills to deal with various levels of personnel at the customer site.

  • Must deliver excellent customer service to include maintaining a professional appearance at all times.

  • Must possess the organizational skills to multi-task and meet deadlines as needed.

  • Must be proficient with a computer and the Microsoft Office suite of software.

Working Conditions:

  • Works primarily at customer locations, in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments

  • May be required to work independently at customer location.

  • Must be able to work overtime as required

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process, click here at https://jobs.thermofisher.com/page/show/eeo-affirmative-action-statement#accessibility for further assistance.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.