Customer Experience Specialist

Work Schedule

Environmental Conditions

Job Description

Location: Loughborough site United Kingdom or Illkirch France - Hybrid

Position Summary:

The Customer Experience Specialist reporting to the Sr. Manager Production OPEX is responsible for completing onboarding tasks in a timely manner these include outreach to supplier to ascertain capability . The collection of information to support batch activation and the creation and maintenance of work with notes to instruct support functions of customer requirements. The Program Liaison will support colleagues within the Work Cell as subject matter authorities for Production. Act as the link from Production team to Operational functions. Complete root cause counter measure investigations resulting from an OTIF miss or customer Complaint. Identifying immediate corrective action and long-term preventative measures.

Responsibilities:

• Work to ensure the goals of the production team are achieved. Initiate co-ordinate and drive discussions analysis and corrective actions as the need arises to ensure supply for Production customers is met On Time In Full.
• Establish and build effective links with key partners within the business and the Work Cell ensuring they understand the Production/GXP value proposition and Fisher Scientifics customer commitments as outlined in the Playbook.
• Implement operational processes within the relevant function to ensure that customer requirements are understood and communicated. Maintain accurate records within the Customer playbooks
• Establish and build effective relationships with key vendors to guarantee the consistent and uninterrupted supply of Production/GXP products delivered on time
• Apply all data manipulation methods available to bring together required information (Excel PBI IBS Cognos dtf queries). Be proficient in obtaining analyzing and making decisions based upon this.
• Use performance data to drive root cause countermeasure activity to resolve issues affecting On-time in full performance. Feedback to customers Production team and functions as appropriate. Maintain awareness on industry and market factors that can impact supplier performance product quality availability and purchase price to develop an action plan in order to respond to the business issues.
• Support and lead when needed blocking issues to Suppliers to ensure requested dates are met. Take reasonable steps to prevent customer shutdowns due to late delivery. Coordinate and communicate as appropriate.
• Build & maintain open order reports for selected customers work closely with SC Production Lead within Work cell and directly with suppliers as required to provide accurate information.
• Support Production Specialist and work cell team members with operational queries work cross functionally to collect information and communicate back in a timely and accurate manner.
• Maintain a high level of internal customer service supporting all teams within the Production Work cell providing advice and commanding knowledge as needed.
• Expedite and supervise Purchase orders from Third Party Suppliers ensure that conflicts between customer requested dates and Delivery dates are resolved and communicated to customer via Customer service team.
• Maintain and update customer playbooks in line with Work Instructions ensuring all onboarding tasks are accurately reflected within the Playbook.
• Ensure customer complaints are actioned efficiently and within the agreed timescales
• Participate or lead projects identified by your line manager.

• Fluent English language skills both written and verbal
• Proven analytical and problem-solving skills

• Data manipulation and analytical ability i.e Excel and PBI
• Ability to multi-task and work effectively in a matrix environment
• Demonstrated ability to independently take ownership of initiatives and drive execution.
• Sense of urgency and priority.
• Travel <10%

• Analytical and problem-solving abilities.

• Ability to multi-task and work effectively in a matrix environment
• Fluent English language skills both written and verbal