Customer Operations & Support Specialist

Work Schedule

Environmental Conditions

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 analyse 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 experience in Customer Service (Order Management); biotech pharmaceutical experience preferred

Strong knowledge of Order-to-Cash processes and Order Management system

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

Project management experience preferred

Proficient in MS Excel Word PowerPoint and Power BI

Comfortable working in an office or manufacturing environment

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.