Customer Experience Specialist III

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 group that provides a ‘White Glove’ experience to customers purchasing high revenue, technically complex instruments, and additional products. Your interactions and ability to provide outstanding customer service will help establish a valued relationship between both our customers and Thermo Fisher Scientific internal cross-functional teams. 

Key Responsibilities 

• 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, document and drive internal team processes and specific targets

• 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 and efficiency

• Use problem solving & organizational skills to resolve raised issues via a methodical approach 

• 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 Minimum Qualifications 

• Degree qualified in Science with4+ years of experience in Customer Service, Technical Support or related field in a large organization with multiple partners

• Solid understanding 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 

• Excellent verbal, written and interpersonal skills and strong partnership, 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 track record to work both independently and within a team 

• Excellent communication skills in English

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.