Customer Experience Specialist - Key Accounts

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At Thermo Fisher Scientific, each one of our 125,000+ 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.

When you're part of the team at Thermo Fisher Scientific, you'll do important work. Surrounded by collaborative colleagues, you'll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.

We have an exciting opportunity for a Customer Experience Specialist to be based in our head office in Scoresby, Melbourne providing top-tier customer service to key accounts and clinical customers.

Key Responsibilities

Deliver and maintain unparalleled service, collaborating with all departments to improve the customer experience.Accurately process orders and encourage customers to use our digital platform for faster information access.Support the overall strategy for assigned accounts, aligning with business unit goals and objectives.Participate in regular account reviews and business updates with key partners.Record all activities in the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.Prepare return authorizations and credits, ensuring company compliance.Proactively inform customers if delivery dates can't be met, and collaborate with procurement and sales teams for solutions.Handle customer complaints and issues autonomously, holding yourself and others accountable.Communicate effectively with customers and employees to achieve exceptional results.Troubleshoot issues independently and ensure compliance with regulated activities.Follow the company's ISO 9000 quality systems and operating procedures.Maintain a professional and positive demeanour, committed to our values of Integrity, Intensity, Innovation, and Involvement.Initiate and implement process improvements to enhance the customer experience and boost efficiency.Mentor and train others, ensuring adherence to company guidelines and policies.

Skills And Experience

Minimum of 3 years in a customer service role.Excellent digital literacy, with the ability to learn new concepts and software as required.Ability to remain professional and composed in complex situations.Strong attention to detail and results-focused.Excellent interpersonal and communication skills, with the ability to build relationships and achieve results.Outstanding organizational skills and the ability to prioritize tasks effectively.Ability to work effectively and maintain a sense of humor in a fast-paced environment, ensuring timely completion of tasks.Great teammate with experience in training and mentoring others.Intermediate proficiency in Microsoft Office Suite applications, including Excel, Word, and Outlook. Experience with Salesforce.com (CRM) is advantageous.A university degree (preferably in Science or Business) and / or related experience is advantageous.

We look forward to your application and the unique contributions you will bring to our team!

Join our team and take advantage of these great benefits! Apply now to learn more about the full range of benefits we offer.

Health & Wellbeing : Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.Flexibility : Balance your work and personal life with flexible arrangements.Extra Leave : Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.Charitable Giving & Volunteering : Make an impact with paid volunteer time to support non-profit organizations that matter to you.Learning & Development : Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.

Thermo Fisher Scientific Australia WGEA Employer of Choice for Gender Equality

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 125,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! Fisher Scientific is an EEO / Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. Seniority levelSeniority levelNot ApplicableEmployment typeEmployment typeFull-timeJob functionJob functionTraining, Consulting, and Customer ServiceIndustriesPharmaceutical Manufacturing and Biotechnology ResearchReferrals increase your chances of interviewing at Thermo Fisher Scientific by 2x

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