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Job ID :
51642BR
Location :
US - Massachusetts - Boston
:
Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

This position is focused on service delivery excellence for UnityTM Lab Services. Specific activities relative to the job function could include: inventory management, order management, chemical management, glassware washing, material handling, and media preparation. This position will utilize the functionality of systems and applications relevant to the job function, such as: RIMS, chemical management software, procurement applications, and the Microsoft Office suite of programs. Customer interface communication skills are required. It is also expected that this position will have a basic understanding of the performance metrics applicable to site specific activities.

Responsibilities:

  • Process regular and special request orders for the customer.
  • Execute third party and specialized chemical orders within service level agreement with the customer.
  • Cross supplier and/or competitor items to Fisher items where possible, provide quotations to the customer at sales direction.
  • Clarify needs of customer and meet and exceed customer requirements and expectations; proactively follow up and recommend corrective action for issues or problems.
  • Work backorder report as required, determine status of backordered items, work to expedite and facilitate shipments, and communicate with end user on ETA and/or cancellations.
  • Coordinate between customer Accounts Payable and Fisher Credit to prevent invoice issues from impacting open accounts receivable.
  • Recommend process improvements, communicates with direct supervisor any customer issues or potential problems. Maintain and improve upon the key performance indicators relevant to the operation.
  • Customer retention: Interface with internal customers within segment responsibilities, ensures timely and accurate response to end users, provides superior overall service to the customer community, coordinates and synchronizes efforts with sales
  • Return Goods Authorization Management: Executes Product returns and credits process
  • Display a high level of confidentiality for both customer and Fisher.
  • Analyze/maintain/reconcile various customer and Fisher reports to ensure customer and Fisher requirements are met.
  • Promote personal growth and development by staying abreast of new policies and enhancements without the presence of site trainer and management team.
  • Listen to customer concerns, effectively diffuses dissatisfaction, and quickly identify course of action with a goal of first call resolution within established turnaround times.
  • Utilize basic systems or performs the functions that support various customer procurement processes.
  • Work closely with customer to schedule equipment repairs and preventative maintenance service calls.
  • Follow-up with Field Service Engineers for scheduling and to retrieve Field Service Reports upon completion of service calls.
  • Submit asset change or edits to current inventory using Thermo Fisher software program.
  • Positively represent Thermo Fisher Scientific at all times throughout customer locations.
  • Perform other duties as assigned.

Minimum Qualifications:

  • Must be able to read, write and speak English
  • Display a high level of confidentiality for both customer and Fisher.
  • Must maintain Thermo Fisher Scientifics’ Four-I Values
  • Must possess a High School Diploma

Non-Negotiable Hiring Criteria:

  • Must possess a strong desire to serve the customer and the interpersonal skills to deal with various levels of personnel at the customer site.
  • Must deliver excellent customer service to include maintaining a professional appearance at all times.
  • Must possess the organizational skills to multi-task and meet deadlines as needed.
  • Must be proficient with a computer and the Microsoft Office suite of software.

Working Conditions:

  • May be required to work in and around laboratory environments
  • May pass through areas where chemical based allergens may be in use (such as penicillin, tetracycline, etc.)
  • Will be required to work 40 hours per week, Monday through Friday, primarily at customer locations.
*This position has not been approved for relocation


The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com



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.
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