Customer Operations & Support Specialist

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Position Summary : The Customer Operations & Support Specialist plays a pivotal role in the Bioproduction Group, reporting to the Senior Customer Operations & Support Manager (CO&S, APAC). This customer-facing role partners closely with Commercial, Operations, and Product Management to manage and execute both catalogue and custom orders, ensuring a seamless and superior customer experience. The role requires ownership of operational processes, cross-functional collaboration, and the ability to influence stakeholders. The specialist operates autonomously, resolves complex challenges, and drives continuous improvement while delivering accurate and timely outcomes. Key Responsibilities : Customer & Stakeholder Management · Serve as the primary point of contact for customers and supply locations across APJ · Act as the customer advocate, ensuring alignment and timely resolution of issues · Communicate proactively with customers regarding order status, action plans, and resolution of escalations · Proactively identify opportunities to enhance the end-to-end customer experience, ensuring processes are efficient and customer-centric Order Management & Fulfilment (O2C Execution) · Manage the end-to-end Order-to-Cash (O2C) process, including order entry, acknowledgments, delivery coordination, and returns/complaint handling · Ensure all transactions, including debit and credit notes, are processed accurately, compliant, and on time · Maintain operational accuracy and on-time delivery for all assigned accounts · Monitor and improve order management systems and workflows, including ERP and Salesforce, to increase efficiency and accuracy Cross-Functional Collaboration & Issue Resolution · Collaborate with teams including Supply Chain, Warehouse, Pricing, Quality, and Finance to drive operational excellence · Identify risks and systemic challenges, implement mitigation strategies, and ensure timely resolution · Act as an escalation point for critical issues, providing guidance and influencing stakeholders to achieve effective outcomes · Track and own key customer service metrics, including complaint resolution time, order accuracy and escalation handling Performance, Reporting & Continuous Improvement · Prepare reports, analyze data, and provide actionable insights to support decision-making · Contribute to key performance metrics, including OTIF delivery, customer satisfaction, and achieving revenue goals · Identify and implement process improvements to enhance efficiency and customer experience · Provide backup support within the team and perform ad hoc tasks as assigned Skills and Experience required : · Bachelor degree or diploma in Business, Supply Chain, Logistics, or related discipline · Min 3 years of experience in Customer Service or Order Management, with experience in Biotech, Biopharma preferred · Strong knowledge of Order-to-Cash processes and order management systems · Experience with ERP systems (SAP, Oracle E1/R12), SFDC, and Email-to-Case · Supply chain knowledge is an advantage · Strong interpersonal, influencing, and stakeholder engagement skills · Ability to operate effectively in a complex, fast-paced, matrixed environment · Detail-oriented, process-focused, and adaptable to changing priorities · Proactive and customer-focused, with strong planning, problem-solving, and critical-thinking skills · Proficient in MS Excel, Word, PowerPoint, and Power BI · Comfortable working on-site Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.