Customer Service Specialist III

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 80,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com. 

Division Specfic Information:

The Drug Product Division - North America (DPD-NA) is one of the five divisions that make up the Pharma Services Group. We are made up of approximately 4400 colleagues across six sites who specialize in taking sterile injectable and oral solid dose drug products from development to commercialization.

Discover Impactful Work:

The Customer Service Specialist II builds effective internal and external relationships by working closely with customers, internal operations, and logistics personnel in order to achieve customer service level objectives.  Manages the communication, schedules and shipments of customers’ commercial orders.  Coordinates order logistics through the plant and schedules customer order releases and shipments.    

A Day in the Life:

• Manages customer purchase order process in accordance with forecast and contract adherence.
• Manages the client relationship with the customer representative(s) through meetings, site visits, teleconferences, and other forums to ensure that issues are addressed and timeline activities are met.
• Mitigates any outstanding issues affecting production or release of product with client.
• Monitors product supply chain for specification changes and deviations that impact product supply and coordinates timely resolution. 
• Communicates and resolves issues with client, business management, and demand and supply chain staff.
• Executes/facilitates routine customer requests such as inventory report requests, batch status requests, sample requests, and documentation/paperwork requests.
• Attends/supports the demand and supply meetings and Customer Sales and Operations Planning (S&OP) meetings, ensuring client requirements/commitments are accurately represented.
• Update System information to support client PO date and TAFQAR requirements; drives OTIF requirements for assigned customer.
• Lead internal meetings to support batch release and others as needed 
• Other duties as assigned 

Keys to Success

Education:

• Bachelor’s degree in Science, Business, Production, or related field preferred.

Experience:

• 4+ years of experience in science, business, or production related field within the manufacturing industry (ideally pharmaceutical) required.
• Equivalent combinations of education, training, and relevant work experience may be considered.

Knowledge, Skills and Abilities:

• Familiarity with a variety of concepts, practices and procedures.
• Outstanding attention to detail and organizational skills.
• Self-starter, mature, independent and dependable.
• Ability to work in a fast paced environment under pressure, able to multi-task and is results-oriented.
• Demonstrates ability to maintain a high degree of confidentiality.
• Effective time management and prioritization skills. 
• Requires discretion and independent judgment.
• Very high degree of interpersonal skills to establish and maintain effective working relationships with employees and the public, including tact to handle sensitive matters.
• Highly effective verbal and written communication skills.
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint).

Physical Requirements:

Position requires ordinary ambulatory skills and physical coordination sufficient to move about office locations; ability to stand, walk, stoop, kneel, crouch periodically for prolonged periods of time; manipulation (lift, carry, move) of light to medium weights of 10-35 pounds; arm, hand and finger dexterity, including ability to grasp and type for prolonged periods of time; visual acuity to use a keyboard, computer monitor, operate equipment, and read materials for prolonged periods of time; ability to sit, reach with hands and arms, talk, and hear for prolonged periods of time.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory with PPD, part of Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.