Customer Experience Specialist III, Supply Chain and Procurement (Pittsburgh or Ottawa)

Thermo Fisher Scientific•Pittsburgh, PA

2d•$65,000 - $96,000•Onsite

About The Position

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $40 billion and approximately 120,000 global employees in 50 countries. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Gibco, Fisher Scientific, Unity Lab Services, Patheon and PPD – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our success is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve humanity by carrying out our mission to enable our customers to make the world healthier, cleaner and safer. If you share our values and if you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific. Are you a problem solver who likes a fast-paced environment that strives for excellence in satisfying customer’s needs? An exciting opportunity has arisen for a Customer Account Specialist to join the Encompass Procurement Services Team! The role will serve as a key point of contact for support for our customers including our Capital Equipment Program. The successful candidate will also work in collaboration with customer management and the Thermo Fisher Scientific commercial sales team to support reporting, training, and Third Party business growth opportunities with our customers.

Requirements

Bachelor’s degree
3+ years of meaningful work experience either in customer service or project management
Experience using Microsoft Office (Excel, Word, PowerPoint), IBM Mainframe, IBM Cognos, PowerBI, Smartsheet
Ability to handle multiple tasks and prioritizes projects and time effectively
Organization and planning skills to meet customer commitments in a fast-paced environment
Demonstrates professionalism, good judgment, and strong attention to detail
Ability to work and think independently
Proven track record of delivering quantifiable results through project management and implementing change across multiple functional areas
Strong negotiation skills, including effective verbal communication, active listening, strong decision making, assertiveness, rapport building, and ability to deal with difficult situations
Build and maintain strong relationships with key suppliers
Strong Customer Service skills and desire to serve the customer
Demonstrates superior interpersonal skills, including clear written and verbal communication, probing, and active listening
Ability to exhibit perseverance and compassion to diffuse customer dissatisfaction
Proactive problem solving and decision-making
Demonstrates the Thermo Fisher values (The Four I’s) – Integrity, Intensity, Innovation, and Involvement

Responsibilities

Support the equipment program, perform the varied activities associated with product sourcing and part number creation, plus provide tactical customer team support.
Work directly with customers and the commercial sales team who support them.
Provide timely and accurate responses to end users, provide outstanding overall service to the customer community, and coordinate and synchronize our efforts across cross-functional support teams.
Act as liaisons with suppliers and internal teams on the customer’s behalf to resolve questions, issues and acquire customer-specific pricing.
Provide customer data analysis and reporting upon request while working with internal teams to support customer needs, including training and responding to questions and issues concerning customer system interfaces.
Handle inquiries, supplier negotiations, customer quoting, order support from requisition to invoice, creation of new vendor and product records
Maintain equipment tracking and provide reporting summaries to leadership
Support assigned critical metrics and strategic development
Engage in cross-functional collaboration between customers, Sales, suppliers, AR, AP, and Finance to make the best decision available
Collaborate with internal teams regarding prepayment requirements
Manage and triage the Canada (CA) shared inbox , ensuring timely responses and resolution of operational, pricing, order and supplier related inquiries
Provide tactical support to teams as needed
Prepayment negotiations and facilitation
Contract compliance reviews
Compliance and transportation support
Support of customer specific projects
Create business review decks
Resolve negative margin customer orders
Provide tactical support for order management
Train internal employees on the value and operations of the program
Support backorder campaigns
Support sourcing requests
Provide supplier tiering analysis
Support price modeling and bid lists
Support development of comprehensive training programs for Internal Groups (Sales, Finance, Customer Service, AP/AR, etc.) to enhance their skills and knowledge of the Third Party Program functions
Manage and optimize tools and resources to ensure effective sales processes and customer relationship management
Foster strong internal collaboration across various departments, including Third Party, Sales, Operations, Finance, etc. to ensure alignment and effective execution of critical initiatives
Perform additional duties as business needs require and as assigned