Job Description

At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters. We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe. Our people share a common set of values - Integrity, Intensity, Innovation and Involvement. We work together to accelerate research, solve complex analytical challenges, improve patient diagnostics, drive innovation and increase laboratory productivity. Each one of us contributes to our mission every day – to enable our customers to make the world healthier, cleaner and safer 

Location/Division Specific Information:

This position will follow a hybrid work model (4 days in office, 1 day from home) with working hours: Monday to Friday 8:30am to 5pm.

Discover Impactful Work?

The Customer Experience Specialist is a member of the Accounting and Customer Service team with the goal of providing high quality service to IDD’s customers while meeting divisional and departmental goals/objectives.  This position is a direct customer interface.  As a member of the in-house team, the Customer Experience Specialist supports all corporate business units.

A Day in the Life:

• Be highly responsive to customers with same day resolution of issues/questions
• Respond to a high volume of inquiries in a prompt, accurate, and professional manner
• Complete customer orders (telephone, email, electronic and, fax)
• Tracking shipments, customer input/feedback, customer trends and issues, marketing and field sales support, and involvement in corporate communications
• Process customer and standing orders as they arise
• Provide pricing and usage reports when needed
• Create credit memos
• Cash application by taking multiple forms of payments (credit card, check, ACH or wire) and applying to the appropriate customer and invoice
• Placing calls and emails to each past due account every month to obtain status of their past due invoices.  Follow up with whatever customer is needing to have these invoices paid (statement, PO, POD, and copies of invoices)
• Process all invoices and credit memo daily
• Create Service and Time and Material invoices
• Create Manual Invoices as needed
• Create Credit Memos as needed
• Reviewing Credit Limits for new customers but reviewing customer data, in addition you will also review customer limits quarterly and make changes as needed.
• Releasing order place on cred hold by reviewing the account balance for the customer and determine the appropriate action which could include hold an order until payment status has been updated.
• Complete special projects and assignments within the department as they arise

Keys to Success

Education:

• High School or equivalent education with demonstrated reading comprehension and basic computer skills required

Experience:

• 2+ years of experience in a customer service or accounts receivable
• Experience with Microsoft Navision is a plus

Knowledge, Skills, Abilities:

• Proficiency with Microsoft Word, Excel, Outlook
• Ability to consistently provide outstanding customer service to external and internal customers
• Ability to multi-task efficiently, balance multiple interruptions, and prioritize workload
• Demonstrated personal leadership and understanding of customer service/account receivable fundamentals operations and processes
• Excellent interpersonal communication skills, both written and oral, as well as the ability to work and interact with a diverse customer group within the healthcare field

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 billion. At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.