Client Specialist I

Work Schedule

Environmental Conditions

Job Description

Position Summary

- Manage and execute customer orders across multiple channels (phone email EDI) ensuring accuracy timeliness and alignment with service expectations

- Serve as the primary point of contact for assigned customer accounts building strong trust-based relationships

- Own the end-to-end order lifecycle ensuring accuracy efficiency and a seamless customer experience

- Proactively analyze customer ordering patterns to identify trends risks and opportunities for improvement

- Partner with customers to optimize ordering behavior and reduce errors and inefficiencies

- Collaborate cross-functionally (Sales Distribution) to drive solutions and improve service outcomes

- Act as a customer advocate influencing internal teams to meet customer needs

- Identify and implement process improvements that enhance customer experience and operational efficiency

- Support account stability by minimizing disruptions returns and service gaps

- Maintain accurate system documentation and ensure data integrity

- Mentor or support less experienced team members as needed

- Manage workload effectively in a high-volume performance-driven environment

Performance Metrics May Include:

- Customer satisfaction and experience scores

- Order accuracy and turnaround time

- Response and resolution time

- Reduction in order errors returns and service disruptions

- Account stability and proactive engagement

Education
Bachelors degree preferred or equivalent experience

Experience
- 3 years of experience in customer service order management or customer-facing operations

- Experience working within ERP systems (Navision or similar preferred)

- Experience analyzing data and identifying trends to drive improvements

Knowledge Skills and Abilities:
- Strong analytical and problem-solving skills

- Ability to work independently with limited supervision

- Demonstrated ability to manage complex customer situations

- Strong communication and relationship-building skills

- Business acumen and ability to balance customer and company needs

- Proficiency in Microsoft Office (Excel Outlook Word)

- Ability to influence cross-functional teams

Working Environment
Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirementsfor this role:

Able to communicate receive and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
Able to work upright and stationary for typical working hours.
Ability to use and learn standard office equipment and technology with proficiency.
Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.