Pharma Customer Success Specialist II

Thermo Fisher; Greenville (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Thermo Fisher Scientific is seeking a Customer Service Specialist II to join the Drug Product Division - North America. You will build internal and external relationships, manage communications, schedules and shipments for customer orders, and coordinate order releases through the plant and logistics teams.

This role requires strong attention to detail, multi-tasking ability, and excellent communication skills to ensure on-time delivery and contract adherence.

Qualifications

• High school diploma and/or GED required.
• Bachelor's degree in Science, Business, Production, or related field preferred.
• 2+ years of experience in customer service, science, business, or production related field.
• Equivalent combinations of education, training, and relevant work experience may be considered.
• Familiarity with a variety of concepts, practices and procedures.
• Outstanding attention to detail and organizational skills.
• Self-starter, mature, independent and dependable.
• Ability to work in a fast paced environment under pressure, able to multi-task and is results-oriented.
• Demonstrates ability to maintain a high degree of confidentiality.
• Effective time management and prioritization skills.
• Requires discretion and independent judgment.
• Very high degree of interpersonal skills to establish and maintain effective working relationships with employees and the public, including tact to handle sensitive matters.
• Highly effective verbal and written communication skills.
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint).

Responsibilities

• Assist with training of standard work for the CSS I role.
• Resolve complex customer issues by recommending and implementing solutions.
• Manage customer purchase order process in accordance with forecast and contract adherence.
• Demonstrate proficiency in business processes across assigned product families and can make decisions based on impact across those manufacturing lines.
• Advise business unit team and management of contractual rights and obligations of the assigned programs.
• Manage the client relationship with the customer representative(s) through meetings, site visits, teleconferences, and other forums to ensure that issues are addressed and timeline activities are met.
• Manage all customer supplied Active Pharmaceutical Ingredient (API) and material requirements as needed, including changes and deliveries to support the agreed site operations plan.
• Mitigate any outstanding issues affecting production or release of product with client.
• Monitor product supply chain for specification changes and deviations that impact product supply and coordinates timely resolution.
• Communicates and resolves issues with client, business management, and demand and supply chain staff.
• Executes/facilitates routine customer requests such as inventory report requests, batch status requests, sample requests, and documentation/paperwork requests.
• Attends/supports the demand and supply meetings and Customer Sales and Operations Planning (SOP) meetings, ensuring client requirements/commitments are accurately represented.

Skills

Attention to detail

Organizational skills

Self-starter

Time management

Communication skills

Multi-tasking

Discretion

Interpersonal skills

Education

Bachelor's degree in Science, Business, Production, or related field

Tools

Microsoft Office

Job description

Thermo Fisher Scientific is seeking a Customer Service Specialist II to join the Drug Product Division - North America. You will build internal and external relationships, manage communications, schedules and shipments for customer orders, and coordinate order releases through the plant and logistics teams.

This role requires strong attention to detail, multi-tasking ability, and excellent communication skills to ensure on-time delivery and contract adherence.