When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

How will you make an impact?

The primary responsibility for the Customer Allegiance Specialist (CAS) is to provide excellent customer service while increasing and sustaining overall customer satisfaction. The CAS will process work assigned and coordinate processes including, but not limited to: demo orders, show orders, order expedites, past due orders, strategic accounts, and OEM customers. Requirements include strong problem-solving and customer service skills, while supporting internal and external customers, strong organizational skills and advanced computer literacy. As part of his/her role, the Customer Allegiance Specialist will collaborate with all contact points of the order fulfillment value stream, including working directly with planners and buyers, manufacturing, and supply chain in order to identify and implement process improvements.

What will you do?

• Process all International and Domestic order change requests on orders that have been entered, confirmed and printed; process warehouse change requests.
• Communicate recovery dates to past due orders to external and internal customers.
• Work side-by-side with Sourcing and Operations to improve lead times and order communication.
• Respond to phone and email inquiries in timely manner to meet or exceed performance service levels.
• Schedule shipment of Show and Demo orders and schedule pick-up and returns when shows are complete. Works with Planning, Logistics, and Purchasing to ensure requirements are met.
• Process and coordinate expedite/priority order requests.
• Effectively communicate and exchange information among team members.
• Provide high level of customer service to existing and new customer base.
• Properly document all inquiries through ERP and/or call logging systems (SFDC)
• Responsible for escalated customer service issues and quality issues in accordance with the established procedures.
• Responsible for meeting all required department and company training goals and expectations.
• Support Practical Process Improvement (PPI)/LEAN Enterprise methodology through root cause analysis to identify process improvements; and participate in initiatives as required.
• Manage and work weekly backlog order report.
• Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.
• Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded.
• Assist with team training and quality management.
• Perform other duties as assigned by management.

How will you get here?

Education

• Requires a high school diploma or equivalent. Bachelor’s degree is preferred in Business Administration or a scientific discipline.

Experience

• 2 years of related customer service experience with order entry systems and processes experiences preferred.
• Excellent written and oral communication skills are required.

Knowledge, Skills, Abilities

• Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers, as well the ability to handle confidential and/or proprietary information.
• Works on assignments that are moderately complex in nature, recurring and routine situations with occasional variations where judgment is required in resolving problems and making routine recommendations.
• Ability to work independently since normal routine work will be assigned with minimal supervision with general instruction provided on new assignments.
• Accuracy is required in performing all functions of this position.
• Initiative and organization skills are extremely valuable to ensure good customer service.
• Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player.
• Must have a working knowledge of personal computer applications such as Microsoft Word, Excel, PowerPoint and Outlook.
• Must demonstrate the ability to identify and solve problems, and to multi-task under deadlines.
• Must be flexible with hours worked to support various department hours beyond typical business hours. Some Holiday work may be required.
• May serve in various teams according to business needs.

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.