Lead Customer Service Administrator - Thermo Fisher : Job Details

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.

Location/Division Specific Information: Onsite Holly Springs, NC. M-F

We are seeking an individual to perform work order processing for Unity Lab Services. Specific activities related to the job function could include escorting vendors to equipment/instruments, work order management and processing, order entry, order management, and operating customer procurement systems.

A day in the Life: Use the Computerized Maintenance Management System (CMMS) to handle service request and assets by updating records, requesting modifications, routing workflows, and crafting new workflows.

Daily Scheduling and Coordination:

• Build and maintain daily vendor escorting schedules.
• Handle customer communications and track/report metric data.
• Serve as a delegate for the supervisor in customer and company meetings.
• Schedule and coordinate service appointments and activities. Assign service tasks to appropriate personnel based on skills and availability. Provide look-ahead insights for potential service disruptions.

Team Support and Technical Expertise:

• Serve as the first point of contact for client concerns.
• Maintain the shared e-mailbox and host routine sub-team meetings.
• Collaborate with service personnel to ensure smooth operations and effective service delivery.
• Provide administrative support to the service team as needed. Assist in training and onboarding new service personnel.

Safety and Communication:

• Promote a safety culture and ensure a safe work environment.
• Communicate client issues and diffuse dissatisfaction.
• Communicate openly with leadership and peers.
• Adopt Practical Process Improvement (PPI) methodologies.
• Clearly explain site-specific scopes of work.
• Positively represent Thermo Fisher Scientific at all customer locations.

Reporting and Documentation:

• Generate client-requested reports (e.g., open work orders, status, and pending service requests).
• Schedule OEM service events and complete pre-work (register OEM, COVID requirements).
• Provide coverage for vendor escorting as needed.
• Close service tickets and build work orders per client requests.
• Seek and review service reports for Good Documentation Practices (GDP).
• Be responsible for the queue for new work orders and triage accordingly.
• Follow well-defined procedures and apply GDP in all regulated record-keeping.

Invoicing QR:

• Function as a key member of the Quality Review team by meticulously processing invoices.
• Receive, review, and verify invoices for accuracy and completeness.
• Match invoices to purchase orders and receiving documents.
• Enter invoice data into the accounting system.
• Resolve discrepancies and issues related to invoices.
• Ensure invoices are processed following process.

Decision Making and Project Participation:

• Independently make decisions and apply available resources to meet customer requirements.
• Participate in projects and complete other duties as assigned.

Pay range: $21- $27

Keys to Success:

Education: Must possess a High School Diploma/GED. Associates/Bachelors preferred.

Experience: Experience in laboratory and in GXP environments. Utilization of GDP in all record keeping. 2+ years of progressive proven experience preferred. 3+ years in customer service environment.

Knowledge, Skills, Abilities: Proven verbal, written and presentation skills. Must maintain Thermo Fisher Scientifics' Four-I Values. Shown excellence in customer relationship skills. Detail oriented, problem solver, promotes team environment. Computer/software skills (i.e. Power BI, Outlook, Excel, Word, PowerPoint). Strong communication skills and proactive approach in all duties. Ability to instantly adapt to a flexible and changing schedule. Demonstrate a sense of urgency in completing work assignments. Good time management and communication skills. Overtime may be needed as required. Works primarily in office environment to include cubicles and/or in and around shipping/receiving docks, stock rooms, storage locations and laboratory environments. May be required to work independently within customer location.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability per company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount