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Entry level$20B raised
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Mid level$20B raised
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Full-time
bachelor degree
Posted 17d ago
~40 hrs/week
Responsibilities
Manage the end-to-end order lifecycle and serve as the primary point of contact for customers to ensure a seamless service experience. Oversee complex export transactions and Letter of Credit documentation to ensure compliance and timely payment realization.
Requirements
Requires a Bachelor's degree in Business, Science, Engineering, or a related field with 5 to 7 years of experience in customer service and order management. Mandatory proficiency in SAP and Microsoft Excel is required.
Full job description
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
REQUIREMENTS:
Bachelor's Degree plus 5 to 7 years of experience in customer service, and Order Management
Preferred Fields of Study: Business, Science, Engineering or related field
Knowledge of SAP is mandatory
Serve as the primary point of contact for customers, delivering a seamless and proactive service experience throughout the order lifecycle.
Build trusted relationships with customers by understanding their business needs and anticipating potential challenges.
Proactively communicate order status, shipment milestones, and any risks, providing solutions before issues impact the customer.
Resolve customer concerns promptly with a sense of ownership, ensuring timely closure and high customer satisfaction.
Coordinate across Sales, Planning, Logistics, Finance, and Banking partners to provide a "one-team" experience for the customer.
Drive first-contact resolution wherever possible, minimizing delays and reducing the need for customer follow-up.
Ensure error-free documentation and timely shipment execution to create a hassle-free customer experience.
Support customers through complex export transactions by providing expert guidance on Letter of Credit requirements and documentation.
Identify opportunities to simplify processes and enhance the customer journey through continuous improvement initiatives.
Gather customer feedback, identify trends, and implement corrective and preventive actions to improve service levels.
Foster a culture of accountability, responsiveness, and customer advocacy, consistently exceeding customer expectations.
Measure and improve customer experience through key metrics such as First-Time Right documentation, response time, issue resolution time, and Customer Satisfaction
Demonstrate a "Customer First" mindset by taking ownership beyond functional responsibilities to ensure successful order completion and payment realization.
Documentation accuracy.
Compliance with export and trade regulations.
Support internal and external audits by maintaining complete documentation
Proficiency in Microsoft Office, particularly Excel.
Letter of Credit (LC) Management
Review Letters of Credit upon receipt to ensure terms and conditions are commercially and operationally feasible.
Verify LC details against sales contracts, purchase orders, and shipment requirements.
Identify discrepancies, risks, or non-compliant clauses before shipment.
Coordinate with sales, finance, logistics, and customers to obtain necessary LC amendments.
Liaise with issuing, advising, and negotiating banks regarding LC terms, discrepancies, document presentation, and payment status.
Ensure all shipment documents strictly comply with LC requirements and UCP 600 guidelines.
Prepare and validate export documentation for bank presentation, including:
Coordinate timely presentation of compliant documents to the bank within LC deadlines.
Follow up with banks regarding document acceptance, discrepancy resolution, negotiation, and payment realization.
Maintain records of LC transactions and monitor expiry dates, shipment deadlines, and document presentation timelines. Review LC clauses and recommend amendments when required, including:
Coordinate with banking partners for document negotiation and payment processing.
About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
For more information, please visit www.thermofisher.com.
Offices: 168 Third Avenue, Waltham, MA, US
Analytical InstrumentsLaboratory Supply Chain Programs and eCommerceLaboratory EquipmentLab ServicesSpecialty DiagnosticsLife SciencesPharma Servicesand CDMOElectronicsHealth Care
About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
For more information, please visit www.thermofisher.com.
Offices: 168 Third Avenue, Waltham, MA, US
Analytical InstrumentsLaboratory Supply Chain Programs and eCommerceLaboratory EquipmentLab ServicesSpecialty DiagnosticsLife SciencesPharma Servicesand CDMOElectronicsHealth Care