Customer Support Specialist (Order Management)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.
 

Based at the Shared Service Center in Budapest, Hungary, the Customer Care team supports a wide range of internal and external customers through high-volume, complex operational processes.

This role combines customer care, operational support, reporting, monitoring, and data quality responsibilities. While customer interaction remains an important part of the role, the position is equally focused on operational excellence, data accuracy, performance monitoring, and process improvement.

The successful candidate will support day-to-day operations by managing customer enquiries, maintaining accurate records, monitoring operational performance, reviewing reports, identifying trends and risks, and supporting management through operational insights and data-driven decision-making.

We are looking for someone who enjoys working with both customers and data, demonstrates strong attention to detail, and can independently investigate issues, identify opportunities for improvement, and drive resolution. The ideal candidate is comfortable balancing customer interactions with reporting, process coordination, documentation, and continuous improvement activities while collaborating across multiple business functions.

MAJOR AREAS OF RESPONSIBILITY

• Deliver exceptional customer support to internal and external stakeholders, ensuring timely and accurate resolution of enquiries.

• Investigate and resolve complex customer requests, issues, and escalations while maintaining a high standard of service delivery.

• Monitor operational performance, service metrics, and reporting outputs to identify trends, risks, and opportunities for improvement.

• Maintain a high level of data quality and documentation accuracy across business systems and processes.

• Support management with operational reporting, service metrics, and performance-related data.

• Collaborate with partner functions to ensure customer requests are handled efficiently and in accordance with established processes and service levels.

• Drive continuous improvement initiatives and identify opportunities to increase efficiency and effectiveness.

• Act as a subject matter expert and support onboarding, training, and knowledge-sharing activities when required.

• Take ownership of assigned projects, tasks, and operational activities while working independently and proactively.

• Adhere to company policies, compliance requirements, and operational procedures.

REQUIRED EXPERIENCE

Required

• Ideally, minimum 3 years of experience in customer care, customer operations, shared services, master data, order management, service delivery, reporting, or a similar operational environment.

• Experience working within a multinational, SSC, or corporate environment.

• Strong analytical skills with the ability to interpret operational data, identify trends, risks, and opportunities, and communicate findings effectively.

• Advanced attention to detail and commitment to data accuracy and documentation quality.

• Strong Microsoft Excel and Microsoft Office skills, including experience working with reports, operational data, and performance metrics.

• Excellent English communication skills, both written and verbal.

• Strong organizational and prioritization skills.

• Ability to work independently and make sound decisions within established processes and guidelines.

• Strong problem-solving skills with the ability to investigate issues, identify root causes, and drive resolution.

• Ability to manage multiple priorities and perform effectively under deadlines.

• High level of professionalism, integrity, and customer focus.

• Resilient, adaptable, and comfortable operating in a changing environment.

• Strong digital literacy and ability to maintain accuracy across multiple systems and tools.

Preferred

• Experience with ERP systems such as SAP, Oracle, or similar platforms.

• Experience with reporting, KPI monitoring, data analysis, operational controls, or performance tracking.

• Experience in customer operations, master data, customer care, order management, or service delivery environments.

• Experience supporting process improvement initiatives.

• Project coordination or project support experience.

• Experience creating or delivering training materials.

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.