Customer Experience Specialist III - Customer Accounts

Job Description

How will you make an impact?

Are you a problem solver who likes a fast-paced environment that strives for excellence in satisfying customer's needs? An exciting opportunity has arisen for a Customer Account Specialist to join the Encompass Third Party Team! The role will serve as a key point of contact for Third Party tactical support and will work in collaboration with customer management and the Thermo Fisher Scientific commercial sales team to support reporting, training, and growth opportunities.

What will you do?

On our team, you will work directly with customers and the commercial sales team, ensure timely and accurate responses to end users, provide outstanding overall service to the customer community, coordinate and synchronize efforts across cross-functional support teams. You will also act as a liaison with suppliers and internal teams on the customer's behalf to resolve questions, issues and acquire customer-specific pricing. Furthermore, we provide customer data analysis and reporting upon request while working with internal teams to support customer needs, including training and responding to questions and issues concerning customer system interfaces. You may also work with our Capital Equipment Customer Account Specialist and assist with sourcing and part creation.

• Customer team support
  • Create business review decks
  • Resolve below cost customer orders
  • Perform supplier relationship reviews
  • Maintain tracking and scheduling for Customer Account Team projects, such as RFP responses, training, etc.
  • Facilitate monthly reporting
  • Provide tactical support for order management
  • Work with internal teams to support customer needs
  • Respond to questions and issues concerning customer system interfaces
  • Train internal employees on the value and operations of the program
• Equipment Order Management duties include:
  • Handle inquiries, supplier negotiations, customer quoting, order support
  • Support Prepayment process, including negotiations, tracking, order support

• Sourcing and part creations duties include:
  • Gather product information including pricing and availability from suppliers
  • Create new vendor and product records

• Bachelor's degree
• 3-5 years of meaningful work experience
• Experience using Microsoft Office (Excel, Word, PowerPoint), IBM Mainframe, IBM Cognos, PowerBI, Smartsheet

• Ability to handle multiple tasks and prioritizes projects and time effectively
• Organization and planning skills to meet customer commitments in a fast-paced environment
• Demonstrates professionalism, good judgment, and strong attention to detail
• Ability to work and think independently
• Proven track record of delivering quantifiable results through project management and implementing change across multiple functional areas
• Strong negotiation skills, including effective verbal communication, active listening, strong decision making, assertiveness, rapport building, and ability to deal with difficult situations
• Build and maintain strong relationships with key suppliers
• Strong Customer Service skills and desire to serve the customer
• Demonstrates superior interpersonal skills, including clear written and verbal communication, probing, and active listening
• Ability to adapt to change to meet customer and business needs
• Ability to exhibit perseverance and compassion to diffuse customer dissatisfaction
• Proactive problem solving and decision-making
• Demonstrates the Thermo Fisher values (The Four I's) - Integrity, Intensity, Innovation, and Involvement