Supply Chain Specialist II

Thermo Fisher Scientific•High Point, NC

About The Position

The Supply Chain Specialist II delivers a high-quality customer experience by managing customer inquiries, orders, service requests, and issue resolution. The role is a key point of contact between customers and internal teams, handling requests accurately, efficiently, and professionally. The specialist works cross-functionally with Operations, Supply Chain, Business or Project Management, Finance, and other support teams to resolve customer needs, maintain accurate order information, and proactively communicate order status, delays, and service-related updates. The role owns customer communication, order administration, and follow-through through closure. Functional teams retain responsibility and decision authority for activities in their areas, including supply planning, operational execution, financial approvals, pricing authority, and other function-specific decisions.

Requirements

High school diploma or equivalent with at least 5 years of customer-facing experience; alternatively, an associate or bachelor's degree with 2 years of customer-facing experience.
At least 2 years of experience in customer service, order management, sales support, or a related function.
Strong verbal and written communication skills.
Excellent attention to detail and organizational skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving skills, including the ability to investigate issues and coordinate solutions across multiple teams.
Proficiency with Microsoft Office applications, including Outlook, Excel, and Teams.
Ability to learn and effectively use SAP ERP and other business systems.
Ability to communicate professionally with customers and stakeholders at varying organizational levels.
Sound judgment and decision-making within established role authority, including knowing when to escalate decisions requiring functional, financial, commercial, or operational approval.

Nice To Haves

Experience supporting customers in manufacturing, pharmaceutical, biotechnology, healthcare, life sciences, or another regulated environment.
Experience with ERP platforms such as SAP, Oracle, Salesforce, or similar systems.
Experience with order-to-cash processes, including order entry, fulfillment, shipping, invoicing, returns, and credits.
Familiarity with customer service performance metrics and continuous improvement methodologies.

Responsibilities

Serve as a primary customer contact for orders, product availability, delivery status, documentation, and general service inquiries.
Manage customer service and order-management activities from order receipt through fulfillment, ensuring accuracy and compliance while coordinating with functions responsible for fulfillment execution.
Review customer purchase orders and verify pricing against approved quotes, contracts, or system records, as well as product information, quantities, shipping requirements, and other order details; escalate pricing or commercial discrepancies to the appropriate function.
Monitor open orders and proactively communicate potential delays, backorders, shipment changes, and other issues to customers and internal stakeholders.
Investigate customer concerns, including order discrepancies, shipping issues, damaged or missing products, returns, credits, and billing questions; coordinate resolution with appropriate teams and escalate items requiring functional approval or processing.
Coordinate with Operations, Supply Chain, Finance, and other teams to resolve customer issues in a timely manner.
Maintain accurate customer and order information in applicable ERP and customer service systems.
Document customer interactions and follow up through issue resolution.
Identify recurring customer issues and escalate trends or service risks to appropriate stakeholders.
Support continuous improvement initiatives to improve order accuracy, response times, customer satisfaction, and operational efficiency.
Follow established quality, regulatory, compliance, and documentation requirements.
Build strong working relationships with customers and internal business partners, demonstrating professionalism, accountability, and a customer-focused mindset.
Own customer communication and follow-through for inquiries and service issues through resolution, coordinating across functions and ensuring closure within established service expectations.
Prioritize customer service cases and workflow based on urgency, customer impact, supply risk, and business requirements; escalate critical issues according to established protocols. Production, supply allocation, and shipment prioritization remain with the responsible functional teams.
Manage customer expectations regarding availability, lead times, delivery dates, and issue resolution by communicating approved system and operational information; align customer commitments with information and decisions from responsible operational or business functions.
Review operational reports, order queues, backlog, and service metrics to identify items requiring action or escalation.