Customer Experience Order Management (Benton Lane Newcastle)

Work Schedule

Environmental Conditions

Job Description

Customer Operations & Support Specialist

Benton Lane Newcastle

Are you passionate about delivering outstanding customer experiences Do you thrive in a fast-paced environment where attention to detail problem-solving and collaboration really matter

Were looking for a Customer Operations & Support Specialist to join our team at Benton Lane Newcastle. This is a fantastic opportunity to play a key role in building strong customer relationships while working closely with our commercial and operational teams.

About the Role

In this customer-facing role youll take full ownership of customer interactions acting as a trusted internal account representative. Youll manage everything from order processing and email communications to resolving delivery and invoice queries always ensuring an exceptional customer experience.

Youll be the voice of the customer working cross-functionally to ensure orders are delivered on time issues are resolved efficiently and customers feel supported at every step of their journey.

What Youll Be Doing

• Build and maintain positive profitable customer relationships

• Manage customer enquiries via email and telephone with professionalism and confidence

• Process returns resolve invoice queries and support delivery issue resolution

• Monitor open orders and proactively provide order status updates

• Collaborate closely with commercial partners and internal teams

• Support complex custom orders and project work with strong follow-up

• Attend conference calls and contribute to continuous improvement within Customer Operations

• Take ownership and accountability for customer outcomes

• Work in line with company policies KPIs and Health & Safety requirements

What Were Looking For

• Strong attention to detail with excellent problem-solving skills

• Confident user of Microsoft Office and ERP systems

• Ability to multitask and remain calm under pressure

• Self-motivated team player who can work with minimal supervision

• Highly organised with excellent time management and prioritisation skills

• Customer-focused mindset with strong written and verbal communication

• Comfortable adapting to change in a dynamic environment

Minimum Requirements

• GCSEs (or equivalent) / High School Diploma or GED

• Proven experience in Customer Service and ERP systems (or equivalent experience)

• Experience in Order Management or Customer Support (manufacturing or distribution preferred)

• Bachelors degree in Business Administration or a scientific field (preferred)

• European language skills are a plus but not essential

• Proven experience in developing strong customer relationships

Why Join Us

• Work at a well-established site in Benton Lane Newcastle

• Be part of a collaborative customer-centric team

• Opportunity to make a real impact on customer satisfaction and business success

• A role that offers variety responsibility and continuous learning

If youre driven detail-oriented and passionate about delivering excellence to customers wed love to hear from you.

About Thermo Fisher:

Our Mission is to enable our customers to make the world healthier cleaner and safer. Watch as our colleagues explain5 reasons to work with us. As one team of 100000 colleagues we share a common set of values - Integrity Intensity Innovation and Involvement - working together to accelerate research solve complex scientific challenges drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific where diverse experiences backgrounds and perspectives are valued.