Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Job Description

Business Card Title: Customer Operations & Support Specialist - Order Fulfilment

Reports To: Team Leader, Customer Ops & Support OF

Group/Division: BPG

Job Profile Title: Customer Service Representative

Career Band: 3

Job Track: Associate

Position Location: Cramlington (Benton Lane, Newcastle area)

Number of Direct Reports: 0

Day/Shift (if applicable): Day

FLSA Status (Exempt/Non-Exempt): Exempt

Relocation (if applicable): No

Position Summary:

Thermo Fisher Scientific is offering an outstanding opportunity to join the Customer Operations & Support Single Use Division (SUD) team as an Order Fulfilment Specialist. In this role, you will play a crucial part in ensuring timely order allocation and execution, supporting the rapid growth of our custom business. With a focus on continuous improvement and customer success, you will be instrumental in building strong cross-functional relationships and fostering client dedication by effectively managing customer experiences.

• The Customer Operations & Support Order Fulfilment team supports the shipment execution of individual customer orders for custom, standard, and hardware products.
• Responsibilities include but are not limited to: timelines, tracking, documentation, communication, report outs, dashboards, and all other requirements for the effective allocation and shipment of orders.
• Strong attention to detail and outstanding problem-solving skills combined with excellent computer skills/literacy, including knowledge and experience of Microsoft Office applications.
• Seeking individuals who are highly motivated and capable of multitasking. Ability to work independently or as part of a team with minimal supervision.
• Ability to develop and maintain working relationships.
• Navigate and partner to communicate effectively with internal functions, updating regularly to guarantee customer requirements are met.
• Ability to demonstrate excellent interpersonal skills reflecting a positive, professional, and customer-centered organization.
• Adhere to the Company's instructions and policies related to customer relations and to meet established goals.
• Perform any other duties as may be required within the remit of the role.
• Understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company's Health & Safety Management.
• Timely responsiveness.
• Time management.
• Ability to prioritize.

• 4+ years of proven performance in a customer service/customer experience role.
• Experience working within a team and possessing excellent communication/customer service skills.
• Must be a strong collaborator with internal teams, an effective communicator, and have the ability to address customer needs for order allocation and fulfilment.
• Requires a BS/BA degree or equivalent work experience.
• Experience in Order Fulfillment, Customer Excellence, or equivalent is preferred, ideally within the manufacturing or distribution industries.
• Previous experience in developing customer relations and demonstrable interpersonal, communication, and customer service skills.