Customer Service Specialist II
Thermo Fisher Scientific

Job Info

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Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

We are seeking a dedicated and versatile professional to join our clinical laboratory team as a Client Services Specialist at the ThermoFisher One Lambda Clinical Lab at Fishers, IN . The Client Services Specialist plays a pivotal role in ensuring exceptional customer satisfaction and seamless coordination between clients and the lab team. Reporting to the Laboratory Director this position is responsible for managing client accounts, supporting client engagement, and optimizing customer service processes to enhance the experience of our biopharma and diagnostic partners.

A day in the Life:

Responsibilities

• Serve as the primary point of contact for new clients post-sale, overseeing onboarding, account management, and ensuring timely support for client inquiries.
  

• Partner with commercial teams to manage client handoffs, set up new accounts, and ensure accuracy in account details.
  

• Coordinate and monitor client sample shipments, delivery timelines, and supply adequacy for testing needs.
  

• Train clients on existing sample collection protocols, test ordering, result access, and laboratory procedures to ensure compliance.
  

• Proactively monitor client accounts, addressing potential issues, identifying service improvement areas, and driving client satisfaction.
  

• Develop and implement best practices for client engagement, utilizing CRM tools to optimize client interaction and streamline communication.
  

Keys to Success:

Education

• Bachelor's degree in a relevant field or a minimum of three years equivalent experience in customer service within a clinical or healthcare setting.
  

Experience

• Minimum three years previous experience in a clinical laboratory or healthcare environment is strongly preferred.
  

• At least three years experience with Customer Resource Management (CRM) tools, including implementation, optimization, and client engagement strategies.
  

• Exposure to training and onboarding new customers a plus
  

Knowledge, Skills, Abilities

• Excellent organizational, communication, and interpersonal skills with a client-focused approach.
  

• Proven ability to multitask, prioritize, and manage multiple responsibilities in a fast-paced setting.
  

• Demonstrated ability to communicate effectively across teams, specifically between lab staff and sales, to ensure expectations are met.
  

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