Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

How will you make an impact?

Are you someone who thrives in a fast-paced environment, has interpersonal skills and is dedicated to delivering elite customer satisfaction? We have an exciting opening for a Customer Experience Specialist to join our Encompass Third Party North American team! In this position, you will play a crucial role in enhancing the customer experience by focusing on key areas such as improving web content and facilitating on-demand sourcing among other responsibilities. This position requires versatile skills and the ability to rely on previous experience and judgment to effectively accomplish assigned tasks.

What will you do?

Content Management (50% of the time)

• Support the Content Analyst with inbox organization, email follow-ups, and transactional tasks.

• Contact suppliers for product information (titles, descriptions, images), perform QC and upload to fishersci.com and fishersci.ca (if applicable).

• Learn and apply AI processes to generate and edit workflows.

• Use AI to collect content from internet sources, perform QC and upload the information to fishersci.com.

• Use OpenText to manipulate images, identify issues, and raise them to the Service Team for resolution.

• Create and share Dropbox links with suppliers for image sharing.

• Provide support to customers, the Commercial Team, the supplier Team, and other internal employees to ensure content accuracy and updates.

• Collaborate with internal teams to plan and complete content requests and updates.

• Run routine reports in Cognos for content and sourcing.

• Conduct part maintenance using PDH, including:

• Discontinue/substitute parts including cross-references for fishersci.com.

• Identify and clean up duplicate parts.

• Update VCAT changes, unit of measure, and unit of use.

Sourcing/Procurement (50% of the time)

• Perform the various activities associated with product sourcing and part number creation via the WebReq Sourcing Application for both U.S. and Canada.

• Collaborate with suppliers and customers, including problem resolution regarding, their sourcing request.

• Validate and enter appropriate discounts with suppliers during part creation, including customer specific discounts.

• Create new suppliers within internal Mainframe when requested by customers or the Commercial Team.

• Handle and triage multiple email inboxes (internal and customer-facing).

• PTO schedule coverage and maintenance for the Sourcing Team

• Tracking/reporting daily activities of Product Optimization Specialists

How will you get here?

Education:

• High school diploma/equivalent required or 5+ years of equivalent work experience.

• Bachelor's degree and 3+ years of equivalent work experience preferred.

• 3+ years' experience in general business and/or computer science.

Knowledge, Skills, Abilities:

• Ability to handle and resolve issues verbally or electronically.

• Efficiently prioritize multiple projects and tasks to meet deadlines.

• Attentiveness to accuracy and detail.

• Ability to work independently and in a team environment.

• Excellent interpersonal skills, analytical capacity, and attention to detail.

• Strong customer service focus, including dispute resolution.

• Exceptional communication skills, including written, verbal, and effective listening.

• Proficient in Microsoft Office applications.

• Knowledge of Mainframe, AS400, Cognos, PowerBI, and Smartsheets is a plus.

• Ability to lead through adverse, ambiguous, and/or stressful situations with integrity.

Thermo 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.

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