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Jobs · Consulting · Georgia

Customer Experience Specialist I

Thermo Fisher Scientific · Suwanee, GA · 2 mo ago
On-siteConsultingFull-time

First Shift (Days)

Able to lift 40 lbs. without assistance. Requires some degree of PPE (safety glasses, gowning, gloves, lab coat, ear plugs, etc.). Standing for full shift.

About the role

The Production Customer Support Specialist will support activities around the operational management and maintenance of customer-specific requirements. This position will interface predominantly with the Production Operations Team & Warehouse Operations. On occasion, this role may involve cross-functional collaboration with the Customer, Commercial Team, and Customer Service to drive customer satisfaction. Guidance for this role will come from your supervisor in coordination with the Business Management Team within Production Operations.

The primary responsibility is to perform outbound customer order audits to validate all customer-specific requirements are satisfied, while ensuring compliance with standard operating procedures governing cGMP. This position will work independently, handling the transactional and operational relationship with our Production Program, the Customer, and Warehouse Operations.

Within Warehouse Operations, you will build relationships to cascade customer expectations by collaborating with site-specific departments (e.g., Inventory Control, Shipping, Wave Management, & Conveyor Maintenance). Success in this role is measured by maintaining KPI metrics and driving visibility and overall performance results.

Responsibilities

  • Support specific customer Production Program accounts.
  • Serve as a liaison cross-functionally and act as the contact for Business Management/Commercial for day-to-day requests, scope changes, and modifications.
  • Build relationships with internal colleagues to partner on processes within Warehouse Operations.
  • Ensure timely and accurate shipment of products, services, and documentation.
  • Summarize and report site-specific metrics around audits completed and “Right the First Time” performance.
  • Drive compliance for 100% audit completion and improve common errors by collaborating with local management.
  • Document points of failure and perform follow-up actions in accordance with Departmental or Warehouse Operational SOPs.
  • Address customer concerns with corrective actions (RCCM) or process improvements to enhance the customer experience.
  • Drive Quality and Compliance of Customer Requirements using existing systems (e.g., WMS BOSS and PPS Cloud Platform) and eventually become an on-site SME for system capabilities.
  • Correct inventory issues around invalid lots, work with inventory control on lost inventory tied directly to PPS accounts, and manage the order hold process.
  • Support on-site customer visits.
  • Stay abreast of new processes, system changes, procedural updates, and initiatives within the company, maintaining knowledge of PPS Customer SOPs and requirements impacting operations.
  • Partner with Inbound Operations to identify critical backorders and receipt against proper purchase orders for customer allocation of inventory.
  • Leverage continuous improvement methodology and related analytical tools to drive people, process, and technology improvements.
  • Perform other duties as requested by your supervisor.

Requirements

  • Prefer a Bachelor’s Degree in Business, Supply Chain, or a related field, or equivalent combination of experience and education.
  • Ability to work in a fast-paced warehouse environment, lift, carry, pull, and push up to 40–70 pounds frequently with or without accommodation.
  • Standing or walking for long periods should be expected.
  • May need to operate industrial equipment and be trained to local site regulations; all Safety and Compliance (SOOS) governed by local site.
  • Knowledgeable in continuous improvement methodology and related analytical tools (PPI).
  • Basic understanding of industry/global quality system standards and regulations such as FDA current Good Manufacturing Practices (cGMP).
  • Results-oriented with a sense of urgency and willingness to escalate issues.
  • Able to work independently with direct supervision supported remotely and daily guidance from local management.
  • Excellent interpersonal skills to work well within a team environment with a customer-focused approach and skills for continuous improvement serving internal and external customers.
  • Strong organizational skills to ensure Service Level Agreements and customer requirements are met.
  • Excellent written and verbal communication, problem-solving, and decision-making skills to achieve results.
  • Maintain a high level of accuracy and attention to detail.
  • Proficiency in MS Office (Word, Outlook, Excel, PowerPoint, TEAMS), BOSS WMS, Fisher Scientific Mainframe, and PPS Cloud Platform.

Benefits

  • Medical, Dental, & Vision benefits – effective Day 1.
  • Paid Time Off & Holidays.
  • 401K Company Match up to 6%.
  • Tuition Reimbursement – available after 90 days.
  • Employee Referral Bonus.
  • Employee Discount Program.
  • Employee Recognition Program.
  • Charitable Gift Matching.
  • Company Paid Parental Leave.
  • Career Advancement Opportunities.

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