Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Customer Operations & Support Specialist
Benton Lane, Newcastle
Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where attention to detail, problem-solving, and collaboration really matter?
We're looking for a Customer Operations & Support Specialist to join our team at Benton Lane, Newcastle. This is a fantastic opportunity to play a key role in building strong customer relationships while working closely with our commercial and operational teams.
About the Role
In this customer-facing role, you'll take full ownership of customer interactions, acting as a trusted internal account representative. You'll manage everything from order processing and email communications to resolving delivery and invoice queries — always ensuring an exceptional customer experience.
You'll be the voice of the customer, working cross-functionally to ensure orders are delivered on time, issues are resolved efficiently, and customers feel supported at every step of their journey.
What You'll Be Doing
* Build and maintain positive, profitable customer relationships
* Manage customer enquiries via email and telephone with professionalism and confidence
* Process returns, resolve invoice queries, and support delivery issue resolution
* Monitor open orders and proactively provide order status updates
* Collaborate closely with commercial partners and internal teams
* Support complex custom orders and project work with strong follow-up
* Attend conference calls and contribute to continuous improvement within Customer Operations
* Take ownership and accountability for customer outcomes
* Work in line with company policies, KPIs, and Health & Safety requirements
What We're Looking For
* Strong attention to detail with excellent problem-solving skills
* Confident user of Microsoft Office and ERP systems
* Ability to multitask and remain calm under pressure
* Self-motivated team player who can work with minimal supervision
* Highly organised with excellent time management and prioritisation skills
* Customer-focused mindset with strong written and verbal communication
* Comfortable adapting to change in a dynamic environment
Minimum Requirements
* GCSEs (or equivalent) / High School Diploma or GED
* Proven experience in Customer Service and ERP systems (or equivalent experience)
* Experience in Order Management or Customer Support (manufacturing or distribution preferred)
* Bachelor's degree in Business Administration or a scientific field (preferred)
* European language skills are a plus, but not essential
* Proven experience in developing strong customer relationships
Why Join Us?
* Work at a well-established site in Benton Lane, Newcastle
* Be part of a collaborative, customer-centric team
* Opportunity to make a real impact on customer satisfaction and business success
* A role that offers variety, responsibility, and continuous learning
If you're driven, detail-oriented, and passionate about delivering excellence to customers, we'd love to hear from you.
About Thermo Fisher:
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.