Customer Experience Enablement Specialist

Work Schedule

Environmental Conditions

Job Description

Reports to: Senior Customer Service Manager

At Thermo Fisher Scientific, each one of our 125,000 extraordinary minds have a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organisation has an exceptional strategy for the near term and beyond. Take your place on our strong team and help us make significant contributions to the world.

The role of the Customer Care Enablement Specialist is to develop new tools and update existing processes to drive a step change in key performance indicators (critical metrics), customer experience, and team results. By enhancing general responses, telecommunication, and digital literacy, we aim to continuously improve and supercharge our customer experience. Through effective relationship management, we will drive business development and revenue generation. You will contribute to initiatives that enhance customer care efficiency and effectiveness with a focus on customers first and support key functional projects relating to our systems and specific key account initiatives. We are looking for a highly driven individual with a passion for continuous organisational improvement.

• Develop and implement new tools and update existing processes to enhance system usage/adoption, identify metrics, and enable the organisation to measure efficiency and value of investments, making this data available to the leadership team.
• Engage cross-functional Subject Matter Specialists to produce detailed mapped processes and maintain work instructions.
• Reduce assumptions and close the gap between business expectations and crafted solutions through process improvements.
• Report on our Customer Allegiance Score (CAS) and identify trends/areas for improvement to ensure our customers continue to receive increasing value from our brand over time.
• Provide a branded experience that aligns with both the customer’s expectations and the experience we intend for them.
• Streamline transactional processes, making it easier and quicker for customers to receive goods and for us to recognize revenue.
• Supports the development of the digital transformation pathway for the ANZ region and ongoing benefits for our customers and the business.

• Minimum of 3 years’ experience in Customer Contact functions including in a quality and/or continuous improvement role.
• Track record of operating effectively within a high-performance, high-intensity environment.
• Proven experience in leading and participating in project work, with the ability to successfully operate in a constantly evolving environment.
• Strong leadership skills, especially in organisational change.
• Ability to execute customer-focused strategies.
• Excellent digital literacy and the ability to learn new concepts and software packages as needed.
• University degree (preferred in Science or Business) and/or related experience.
• Excellent analytical skills, comfortable working with large volumes of data, supported by meticulous attention to detail.
• Sophisticated proficiency in Microsoft Office Suite applications.
• Intermediate Experience with CRM (Salesforce.com preferred), BI Tools (Power BI advantageous), ERP (E1/SAP/MasterPack helpful), and SQL preferred.
• Committed to achieving goals and motivated to excel.
• Strong commercial competence with the ability to report clearly and concisely.
• Strong interpersonal skills and able to prioritize based on results, lead time efficiently, and meet agreed deadlines.
• Ability to work with resilience.
• Excellent written and verbal communication skills with a strong ability to influence and negotiate successful outcomes.
• High level of integrity and professional standards.

Internal: Our Customer Care Colleagues! Procurement & Planning; Sales & Marketing; Finance team; Logistics & Supply Chain; eCommerce and IT; Quality; legal and compliance functions

External: Diverse industry Customer base and Transportation Companies; ERP / CRM / Phone providers and partners

• Training, career progression and opportunities within a world leader in serving science.

• Some public holiday and out of hours work may be required. Possibility for on call work supporting this critical industry.
• Follow OHS policies and procedures and ensure a safe and healthy workplace environment
• Australian citizenship or permanent residency required

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.