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 individual in this role will be part of an existing global team that provides a White Glove’ experience to customers purchasing high revenue, technically complex instruments and additional products.
Your interactions and ability to provide exceptional service offerings will help establish a valued relationship between both our customers and Thermo Fisher Scientific internal cross-functional teams.
Build relationship with customers and serve as their primary point of contact once they place an order, through installation, training and voice of customer feedback (when needed)
Prioritize customer requirements and exceed their expectations
Build relationships with internal colleagues to partner on process
Drive collaboration and accountability with internal cross-functional teams to ensure customer success
Understand customer expectations & needs to help deliver an exceptional customer experience
Assist customers with their lab preparation and training needs
Engage with team shared inbox and respond to customer inquiries, serving as a liaison and partner to other business channels
Use project management tool to own, track and drive internal team processes and milestones
Collaborate with operations, sales, service, logistics, distribution and customer service to ensure smooth installations and trainings
Proactively identify and resolve bottlenecks in processes impacting customer experience & efficiency
Use problem solving & organizational skills to resolve escalated issues via a methodical approach determining root cause, etc.
Summarize and report out about concierge activities, projects & customer feedback / voice of customer, etc., to the rest of the organization
Work collaboratively with the global customer concierge team by transferring knowledge and experiences so we have a greater team strength and competitive advantage
Analyze various data sets, including CAS, to identify & drive areas of improvement
Coordinate new product launch and stock prioritization where required for early customer site readiness
May be required to perform other related duties as required and / or assigned
High School Diploma or equivalent required
4+ years of experience in Customer Service, Technical Support or related field
Solid understanding of and passion for customer experience; direct customer-facing or commercial experience a plus
Passionate about improving the customer experience (never being satisfied with the status quo)
Ability to build and develop relationships across the organization and with customers
Effective project management skills
Strong listening skills, always keeping the customer in mind
Excellent oral and written communication skills
Experience with PowerBI a plus
Additional Knowledge / Skills
Experience handling the complexities of a shared Microsoft Outlook mailbox
Must demonstrate judgment, tact, and diplomacy in dealing with internal and external customers as well the ability to handle confidential and / or proprietary information
Initiative and organization skills are extremely valuable to ensure exceptional customer support
Exhibits a high degree of self-awareness, empathy, listening, active curiosity, awareness of different norms and expectations.
Good problem-solving skills : ability to seek out information and take ownership of an issue
Ability to work with many different types of personalities
Excellent verbal, written and interpersonal skills and strong teamwork, work ethic and organizational skills.
Self-motivated, flexible, and can work easily under pressure to meet deadlines
This position requires repetitive typing, considerable interaction in a team mailbox, customer interactions on the telephone / email and regular viewing of a computer monitor
Ability to manage multiple priorities
Proven ability to work independently and in a team
Languages : Fluency in English required, proficiency in French preferred but not essential. Additional European languages would be an advantage.
At Thermo Fisher Scientific, each one of our 70,000 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.