Client Specialist I

Thermo Fisher Scientific • Portage, MI

3d • Onsite

About The Position

Manage and execute customer orders across multiple channels (phone, email, EDI), ensuring accuracy, timeliness, and alignment with service expectations. Serve as the primary point of contact for assigned customer accounts, building strong, trust-based relationships. Own the end-to-end order lifecycle, ensuring accuracy, efficiency, and a seamless customer experience. Proactively analyze customer ordering patterns to identify trends, risks, and opportunities for improvement. Partner with customers to optimize ordering behavior and reduce errors and inefficiencies. Collaborate cross-functionally (Sales, Distribution) to drive solutions and improve service outcomes. Act as a customer advocate, influencing internal teams to meet customer needs. Identify and implement process improvements that enhance customer experience and operational efficiency. Support account stability by minimizing disruptions, returns, and service gaps. Maintain accurate system documentation and ensure data integrity. Mentor or support less experienced team members as needed. Manage workload effectively in a high-volume, performance-driven environment. Performance Metrics May Include: Customer satisfaction and experience scores, Order accuracy and turnaround time, Response and resolution time, Reduction in order errors, returns, and service disruptions, Account stability and proactive engagement.

Requirements

• 3+ years of experience in customer service, order management, or customer-facing operations
• Experience working within ERP systems (Navision or similar preferred)
• Experience analyzing data and identifying trends to drive improvements
• Strong analytical and problem-solving skills
• Ability to work independently with limited supervision
• Demonstrated ability to manage complex customer situations
• Strong communication and relationship-building skills
• Business acumen and ability to balance customer and company needs
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Ability to influence cross-functional teams

Nice To Haves

• Bachelor’s degree preferred or equivalent experience

Responsibilities

• Manage and execute customer orders across multiple channels (phone, email, EDI), ensuring accuracy, timeliness, and alignment with service expectations
• Serve as the primary point of contact for assigned customer accounts, building strong, trust-based relationships
• Own the end-to-end order lifecycle, ensuring accuracy, efficiency, and a seamless customer experience
• Proactively analyze customer ordering patterns to identify trends, risks, and opportunities for improvement
• Partner with customers to optimize ordering behavior and reduce errors and inefficiencies
• Collaborate cross-functionally (Sales, Distribution) to drive solutions and improve service outcomes
• Act as a customer advocate, influencing internal teams to meet customer needs
• Identify and implement process improvements that enhance customer experience and operational efficiency
• Support account stability by minimizing disruptions, returns, and service gaps
• Maintain accurate system documentation and ensure data integrity
• Mentor or support less experienced team members as needed
• Manage workload effectively in a high-volume, performance-driven environment

Benefits

• Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees