GBS Senior Process Excellence Analyst

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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.

DESCRIPTION:Join our Customer Service team at Thermo Fisher Scientific, where you'll contribute to delivering exceptional customer experiences while supporting our mission to make the world healthier, cleaner, and safer. As a Customer Service Specialist III, you'll manage customer relationships, drive process improvements, and ensure seamless order fulfillment. You'll collaborate across multiple departments to resolve escalations, maintain high service standards, and contribute to our organization's continued growth and success. This role offers professional development opportunities while working with advanced scientific technologies and solutions.

REQUIREMENTS:

• Advanced Degree with 3+ years of experience, or Bachelor’s Degree with 5+ years of experience in project management, process improvement, operations, and customer service environments (preferably within scientific, technical, or shared services organizations).• Preferred Fields of Study: Business, Science, Biology, Biotechnology, or related field• Additional certifications in customer service or process improvement methodologies are beneficial• Demonstrated expertise in ERP systems (SAP, Oracle) and Microsoft Office Suite

• Experience defining, tracking, and improving KPIs and service metrics.• Strong analytical and problem-solving abilities with exceptional attention to detail• Advanced verbal and written communication skills, with fluency in English required• Proven ability to manage complex customer relationships and resolve escalations• Strong understanding of order-to-cash processes and customer service metrics• Ability to work independently while collaborating effectively across functions• Experience with contract review and commercial terms negotiation• Excellent organizational and time management skills• Ability to analyze data and generate actionable insights from customer service metrics• Experience in managing customer master data and maintaining documentation• Demonstrated ability to train and mentor other team members• Ability to adapt to shifting priorities in a results-oriented environment