Manager, Customer Experience

Job Description

Job Description

Position Summary:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 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 efficiency in their laboratories, we are here to support them. Our team of more than 100,000 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, Patheon and PPD. For more information, please visit www.thermofisher.com.

The Customer Excellence manager role reporting to director, Bio Production Group (BPG) Japan and Manager, Customer Excellence (APJ, Ais Pacific Japan) is part of the Bioproduction Group. It is a customer facing role supporting Sales, Operations, and Product Management with executing orders, and is responsible for the cross-functional execution of catalogue and custom orders with the primary focus on relationship building and delivering a superior customer experience. Works under general direction using discretion to complete tasks, frequently solves problems through research of multiple alternatives, builds stable working relationships with internal and external contacts, and impacts the immediate workgroup through accuracy of tasks and information provided.

Responsibilities:

·Work with interfacing functions to ensure timely and accurate processing and delivery of orders (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, Product Management, Instruments, Distribution, and Customer Service)

·Serve as the customer advocate throughout internal processes. Troubleshoot, escalate and resolve issues and risks jeopardizing customer commitments. Communicate action plans and resolution to customer in a timely manner.

·Run reports, analyze data, develop presentations, support and participate in continuous improvement initiatives.

·Work closely with customers to accurately capture purchase order requirement

·Meet BioProduction business objectives around On-Time In-Full delivery, Customer Allegiance scores, and revenue targets for given account assignments

Minimum Requirements/Qualifications:

·Requires BS/BA, or High School diploma with 2+ years of customer facing environment (biotechnology industry preferred)

·Successful candidate is intellectually curious, and results oriented with strong skills in the following areas: written and verbal communications, interpersonal cross functional team-based interaction, organizational and detail orientation, analytical, planning, problem solving, and the basics of project management methodologies

·Must have experience processing orders in various systems (e.g. Oracle E1/R12, SAP, Salesforce)

·Supply Chain experience an advantage

·Works in an office/manufacturing environment

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 at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Accessibility/Disability Access

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