Customer Operations & Support Specialist at ThermoFisher Scientific

Job Description:

Latest job information from ThermoFisher Scientific for the position of Customer Operations & Support Specialist. If the Customer Operations & Support Specialist vacancy in Singapore matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.

Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at ThermoFisher Scientific for the position of Customer Operations & Support Specialist below matches your qualifications.

Standard (Mon-Fri)

Office

The Customer Operations & Support Specialist plays a pivotal role in the Bioproduction Group, reporting to the Senior Customer Operations & Support Manager (CO&S, APAC). This customer-facing role partners closely with Commercial, Operations, and Product Management to manage and execute both catalogue and custom orders, ensuring a seamless and superior customer experience.

The role requires ownership of operational processes, cross-functional collaboration, and the ability to influence stakeholders. The specialist operates autonomously, resolves complex challenges, and drives continuous improvement while delivering accurate and timely outcomes.

Customer & Stakeholder Management

• Serve as the primary point of contact for customers and supply locations across APJ
• Act as the customer advocate, ensuring alignment and timely resolution of issues
• Communicate proactively with customers regarding order status, action plans, and resolution of escalations
• Proactively identify opportunities to enhance the end-to-end customer experience, ensuring processes are efficient and customer-centric

Order Management & Fulfilment (O2C Execution)

• Manage the end-to-end Order-to-Cash (O2C) process, including order entry, acknowledgments, delivery coordination, and returns/complaint handling
• Ensure all transactions, including debit and credit notes, are processed accurately, compliant, and on timeMaintain operational accuracy and on-time delivery for all assigned accounts
• Monitor and improve order management systems and workflows, including ERP and Salesforce, to increase efficiency and accuracy

Cross-Functional Collaboration & Issue Resolution

• Collaborate with teams including Supply Chain, Warehouse, Pricing, Quality, and Finance to drive operational excellence
• Identify risks and systemic challenges, implement mitigation strategies, and ensure timely resolution
• Act as an escalation point for critical issues, providing guidance and influencing stakeholders to achieve effective outcomes
• Track and own key customer service metrics, including complaint resolution time, order accuracy, and escalation handling

Performance, Reporting & Continuous Improvement

• Prepare reports, analyse data, and provide actionable insights to support decision-making
• Contribute to key performance metrics, including OTIF delivery, customer satisfaction, and achieving revenue goals
• Identify and implement process improvements to enhance efficiency and customer experience
• Provide backup support within the team and perform ad hoc tasks as assigned

• Bachelor degree or diploma in Business, Supply Chain, Logistics, or related discipline
• Min 3 years’ experience in Customer Service (Order Management); biotech, pharmaceutical experience preferred
• Strong knowledge of Order-to-Cash processes and Order Management system
• Experience with ERP systems (SAP, Oracle E1/R12), SFDC, and Email-to-Case
• Supply chain knowledge is an advantage
• Strong interpersonal, influencing, and stakeholder engagement skills
• Ability to operate effectively in a complex, fast-paced, matrixed environment
• Detail-oriented, process-focused, and adaptable to changing priorities
• Proactive and customer-focused, with strong planning, problem-solving, and critical-thinking skills
• Project management experience preferred
• Proficient in MS Excel, Word, PowerPoint, and Power BI
• Comfortable working in an office or manufacturing environment

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.

Job Info:

• Company: ThermoFisher Scientific
• Position: Customer Operations & Support Specialist
• Work Location: Singapore
• Country: SG

How to Submit an Application:

After reading and understanding the criteria and minimum qualification requirements explained in the job information Customer Operations & Support Specialist at the office Singapore above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.