About the role

AI summarised

The Customer Operations & Support Specialist in the Bioproduction Group at Thermo Fisher Scientific manages end-to-end order-to-cash processes, serves as the primary customer contact for APJ, and collaborates cross-functionally to ensure a seamless customer experience. This role requires strong order management, ERP system knowledge, and stakeholder engagement skills in a biotech/pharma environment.

Life SciencesFull-timeGeneral

Key Responsibilities

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
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
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

Requirements

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