Senior Customer Service

Join Thermo Fisher Scientific, a global leader in science, where your work directly contributes to making the world healthier, cleaner, and safer. As a Customer Service Team Lead, you will drive operational excellence and manage complex accounts within a dynamic, collaborative environment that fosters significant career growth.

Qualifications and Experience:

• Bachelor’s Degree in Business, Supply Chain, or a related field
• 8-10 years of relevant experience in order management and customer service
• Proven track record in managing complex customer accounts and end-to-end order-to-cash processes
• Strong project management and organizational skills

Key Responsibilities:

• OTC Operations: Lead daily operations and oversee the end-to-end Order-to-Cash process while maintaining strict KPIs.
• Order Management: Ensure accurate processing from entry to fulfillment, including pricing validation and shipping/invoicing documentation.
• Customer Experience: Manage escalations, perform root cause analysis, and maintain proactive communication to ensure high satisfaction.
• Cross-Functional Coordination: Liaise with Sales, Finance, Legal, and Supply Chain teams, as well as global manufacturing sites across US, Europe, and APAC.
• Compliance & Finance: Partner with Finance on AR/AP matters and ensure all activities meet regulatory and audit standards.
• Process Improvement: Identify efficiencies, participate in continuous improvement initiatives, and deliver performance reporting.