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Customer Experience Specialist II
Company: Thermo Fisher Scientific
Location: Grand Island, NY
Employment Type: Full Time
Date Posted: 03/11/2021
Expire Date: 05/07/2021
Job Categories: Accounting/Auditing, Customer Service and Call Center, Information Technology, Sales
Job Description
Customer Experience Specialist II

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.


BioProduction supports developers and manufacturers of biological-based therapeutics and vaccines with a portfolio of premium solutions and services focused on upstream cell culture, downstream purification, analytics for detection and quantitation of process/product impurities, and a suite of single-use solutions spanning the biologics workflow. BioProduction is also at the forefront of the fight against the coronavirus pandemic. BPD is supplying raw materials and components for more than 50 percent of COVID-19 vaccines that have reached clinical trials and enabling a quarter of the COVID-19 therapies currently in trials.

BioProduction delivers these solutions by meeting its three core focus areas:

• Right first time, on-time: developing the supply chain of the future.

• Deliver our value proposition: delivering innovative technologies.

• Win greater share of market: maximize our opportunities, including supporting COVID-19 customers.

How will you make an impact?

As an Customer Experience Specialists II you will be part of our great BioProduction Cell Culture Inquiry-to-Order (ITO) Project Management Office (PMO) team. You will be responsible for managing custom business and serving the customer, sales and operations through the cross-functional execution of orders and services with the primary focus on relationship building and delivering a superior customer experience.

What will you do?

  • Work with interfacing functions to ensure timely and accurate processing and delivery of orders (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, BioProduction PMO team members, and Customer Service)
  • Ensure Service Level Agreements and requested delivery dates are met for all customer orders for given account assignments.
  • 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/or lead customer conference calls, and lead continuous improvement initiatives.
  • Mentor and train Jr. APMs and support ITO leads with project tasks, operational reporting and commercial engagement initiatives.
  • Has contact with all levels of company employees and external customers

How will you get here?


  • Requires BS/BA or High School diploma with ten years of customer service experience.


  • Requires five years’ experience in a customer facing environment.
  • Successful candidate will also have a minimum of one-year experience working for the BioProduction/BioSciences PMO, with a skill set in facilitating the order management and execution process for Gibco products.

Knowledge, Skills, Abilities

  • Successful candidate will have strong skills in the following areas:
  • written and verbal communications
  • interpersonal cross functional team-based interaction
  • organizational and detail orientation, analytical, planning, and problem solving.
  • Should also be intellectually curious and results oriented.
  • Limited travel is required (

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds have a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Apply today! http://jobs.thermofisher.com

Contact Information
Company Name: Thermo Fisher Scientific
Website: https://thermofisher.contacthr.com/...
Company Description:

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