Sr Customer Service Representative in Cramlington, United Kingdom

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Description

Business Card Title: Customer Operations & Support Specialist – Order Fulfilment

Reports To: Team Leader, Customer Ops & Support OF

Group/Division: BPG

Job Profile Title: Customer Service Representative

Career Band: 3

Job Track: Associate

Position Location: Cramlington (Benton Lane, Newcastle area)

Number of Direct Reports: 0

Day/Shift (if applicable): Day

FLSA Status (Exempt/Non-Exempt): Exempt

Relocation (if applicable): No

Position Summary:

Thermo Fisher Scientific is offering an outstanding opportunity to join the Customer Operations & Support Single Use Division (SUD) team as an Order Fulfilment Specialist. In this role, you will play a crucial part in ensuring timely order allocation and execution, supporting the rapid growth of our custom business. With a focus on continuous improvement and customer success, you will be instrumental in building strong cross-functional relationships and fostering client dedication by effectively managing customer experiences.

Responsibilities:

• The Customer Operations & Support Order Fulfilment team supports the shipment execution of individual customer orders for custom, standard, and hardware products.

• Responsibilities include but are not limited to: timelines, tracking, documentation, communication, report outs, dashboards, and all other requirements for the effective allocation and shipment of orders.

• Strong attention to detail and outstanding problem-solving skills combined with excellent computer skills/literacy, including knowledge and experience of Microsoft Office applications.

• Seeking individuals who are highly motivated and capable of multitasking. Ability to work independently or as part of a team with minimal supervision.

• Ability to develop and maintain working relationships.

• Navigate and partner to communicate effectively with internal functions, updating regularly to guarantee customer requirements are met.

• Ability to demonstrate excellent interpersonal skills reflecting a positive, professional, and customer-centered organization.

• Adhere to the Company’s instructions and policies related to customer relations and to meet established goals.

• Perform any other duties as may be required within the remit of the role.

• Understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company’s Health & Safety Management.

• Timely responsiveness.

• Time management.

• Ability to prioritize.

Minimum Requirements/Qualifications:

• 4+ years of proven performance in a customer service/customer experience role.

• Experience working within a team and possessing excellent communication/customer service skills.

• Must be a strong collaborator with internal teams, an effective communicator, and have the ability to address customer needs for order allocation and fulfilment.

• Requires a BS/BA degree or equivalent work experience.

• Experience in Order Fulfillment, Customer Excellence, or equivalent is preferred, ideally within the manufacturing or distribution industries.

• Previous experience in developing customer relations and demonstrable interpersonal, communication, and customer service skills.

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.