Customer Service Specialist I – Custom & Bulk

Work Schedule

Environmental Conditions

Job Description

As a Customer Service Specialist within the FCP Custom & Bulk (C&B) business, you will play an important role in delivering an excellent customer experience from initial quotation through to order fulfilment.

Working within a fast-paced, commercially focused global business, you will partner closely with customers, Commercial teams and multiple internal functions to manage complex custom and bulk chemical requirements. Through the support we provide, you will help our customers contribute to a healthier, cleaner and safer world.

The role requires strong ownership, communication and problem-solving skills, with the ability to proactively manage customer expectations, build strong relationships and support opportunities throughout the quotation and order lifecycle.

As the C&B organization continues to evolve, there will also be opportunities to develop broader commercial and sales enablement capabilities, supporting closer collaboration between Customer Service and Commercial teams and contributing to future business growth.

DESCRIPTION

Essential Job Functions and Accountabilities:

• Build strong relationships with customers and distributors, providing a consistently high-quality customer experience.
• Prepare accurate and timely quotations for Commercial teams and direct customers.
• Manage customer enquiries and opportunities through the quotation process, ensuring requirements are clearly understood and appropriately communicated.
• Review, prioritize, and process customer sales orders for the assigned region.
• Proactively manage open orders from placement through to fulfilment, identifying risks and providing timely customer updates.
• Take ownership of customer issues and coordinate with relevant internal teams to drive resolution and minimize customer impact.
• Work closely with Commercial teams to support customer requirements, existing business and opportunity progression.
• Maintain accurate customer, quotation and opportunity information within Salesforce and ERP systems.
• Collaborate cross-functionally with Commercial, Operations, Supply Chain, Sourcing, Planning, Quality, Finance and other stakeholders.
• Participate in operational and cross-functional meetings to identify and resolve roadblocks affecting customer delivery.
• Manage post-order customer enquiries and provide ongoing support throughout the customer lifecycle.
• Develop strong product, customer and process knowledge and become a trusted point of contact for assigned customers and regions.
• Provide backup support across the wider global C&B team where required.
• Embrace the PPI Business System and proactively identify opportunities to improve processes, productivity and customer experience.
• Support the adoption of digital tools and new ways of working that improve efficiency, consistency and service delivery.

REQUIREMENTS

Minimum Requirements and Qualifications:

• This person must sit on-site full time (5 days a week) at our 2 Radcliff Road, Tewksbury, MA location.
• High school diploma and/or GED required (degree preferred).
• Scientific education or experience within a scientific, chemical or technical environment preferred.
• Previous Customer Service, Sales Support, Inside Sales or similar customer-facing experience desirable.
• Experience working within a global or cross-functional organization.
• Demonstrated ability to build effective relationships with customers, Commercial teams and internal stakeholders.
• Strong customer focus combined with good commercial awareness.
• Ability to take ownership, prioritize competing requirements and independently progress issues through to resolution.
• Strong problem-solving skills and confidence working with complex customer requirements.
• Experience using ERP and CRM systems; Salesforce experience desirable.
• Excellent organizational skills and attention to detail.
• Strong written and verbal communication skills.
• Confidence collaborating across different functions, cultures and geographical regions.
• Proficiency with Microsoft Office applications.
• Fluent written and spoken English.
• Curiosity and willingness to learn, improve processes and adopt new technologies and ways of working.
• Demonstrates the Thermo Fisher Scientific 4i Values – Integrity, Intensity, Innovation and Involvement.

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards