Customer Experience Specialist III, Supply Chain and Procurement (Pittsburgh or Ottawa)

Work Schedule

Environmental Conditions

Job Description

About Us

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $40 billion and approximately 120,000 global employees in 50 countries.  We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity.  Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Gibco, Fisher Scientific, Unity Lab Services, Patheon and PPD – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.

All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our success is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve humanity by carrying out our mission to enable our customers to make the world healthier, cleaner and safer.

If you share our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific.

Location:

This is an onsite opportunity for hire either in Pittsburgh, PA or Ottawa, ON Canada. Residency within commuting distance of either locations required. Relocation assistance is not provided.

How will you make an impact?

Are you a problem solver who likes a fast-paced environment that strives for excellence in satisfying customer’s needs?  An exciting opportunity has arisen for a Customer Account Specialist to join the Encompass Procurement Services Team!  The role will serve as a key point of contact for support for our customers including our Capital Equipment Program.  The successful candidate will also work in collaboration with customer management and the Thermo Fisher Scientific commercial sales team to support reporting, training, and Third Party business growth opportunities with our customers.

What will you do?

You will support the equipment program, perform the varied activities associated with product sourcing and part number creation, plus provide tactical customer team support.  On our team, you will work directly with customers and the commercial sales team who support them.  We provide timely and accurate responses to end users, provide outstanding overall service to the customer community, and we coordinate and synchronize our efforts across cross-functional support teams.  We also act as liaisons with suppliers and internal teams on the customer’s behalf to resolve questions, issues and acquire customer-specific pricing.  Furthermore, we provide customer data analysis and reporting upon request while working with internal teams to support customer needs, including training and responding to questions and issues concerning customer system interfaces.

• North American Equipment Order Management duties include:
  • Handle inquiries, supplier negotiations, customer quoting, order support from requisition to invoice, creation of new vendor and product records
  • Maintain equipment tracking and provide reporting summaries to leadership
  • Support assigned critical metrics and strategic development
  • Engage in cross-functional collaboration between customers, Sales, suppliers, AR, AP, and Finance to make the best decision available
  • Collaborate with internal teams regarding prepayment requirements

• Canadian Specific Customer Team Support
  • Manage and triage the Canada (CA) shared inbox, ensuring timely responses and resolution of operational, pricing, order and supplier related inquiries
  • Provide tactical support to teams as needed
  • Prepayment negotiations and facilitation
  • Contract compliance reviews
  • Compliance and transportation support
  • Support of customer specific projects
• North American Customer team support
  • Create business review decks
  • Resolve negative margin customer orders
  • Provide tactical support for order management
  • Train internal employees on the value and operations of the program
  • Support backorder campaigns
  • Support sourcing requests
  • Provide supplier tiering analysis
  • Support price modeling and bid lists
• Support Department Initiatives
  • Support development of comprehensive training programs for Internal Groups (Sales, Finance, Customer Service, AP/AR, etc.) to enhance their skills and knowledge of the Third Party Program functions
  • Manage and optimize tools and resources to ensure effective sales processes and customer relationship management
  • Foster strong internal collaboration across various departments, including Third Party, Sales, Operations, Finance, etc. to ensure alignment and effective execution of critical initiatives
  • Perform additional duties as business needs require and as assigned

Education/Experience:

• Bachelor’s degree
• 3+ years of meaningful work experience either in customer service or project management
• Experience using Microsoft Office (Excel, Word, PowerPoint), IBM Mainframe, IBM Cognos, PowerBI, Smartsheet

Knowledge, Skills, Abilities:

• Ability to handle multiple tasks and prioritizes projects and time effectively
• Organization and planning skills to meet customer commitments in a fast-paced environment
• Demonstrates professionalism, good judgment, and strong attention to detail
• Ability to work and think independently
• Proven track record of delivering quantifiable results through project management and implementing change across multiple functional areas
• Strong negotiation skills, including effective verbal communication, active listening, strong decision making, assertiveness, rapport building, and ability to deal with difficult situations
• Build and maintain strong relationships with key suppliers
• Strong Customer Service skills and desire to serve the customer
• Demonstrates superior interpersonal skills, including clear written and verbal communication, probing, and active listening
• Ability to exhibit perseverance and compassion to diffuse customer dissatisfaction
• Proactive problem solving and decision-making
• Demonstrates the Thermo Fisher values (The Four I’s) – Integrity, Intensity, Innovation, and Involvement

This position has not been approved for Relocation Assistance.

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 job duties and responsibilities associated with it.

Compensation