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
1. Build and maintain positive, profitable customer relationships
2. Manage customer enquiries via email and telephone with professionalism and confidence
3. Process returns, resolve invoice queries, and support delivery issue resolution
4. Monitor open orders and proactively provide order status updates
5. Collaborate closely with commercial partners and internal teams
6. Support complex custom orders and project work with strong follow-up
7. Attend conference calls and contribute to continuous improvement within Customer Operations
8. Take ownership and accountability for customer outcomes
9. Work in line with company policies, KPIs, and Health & Safety requirements
What We’re Looking For
10. Strong attention to detail with excellent problem-solving skills
11. Confident user of Microsoft Office and ERP systems
12. Ability to multitask and remain calm under pressure
13. Self-motivated team player who can work with minimal supervision
14. Highly organised with excellent time management and prioritisation skills
15. Customer-focused mindset with strong written and verbal communication
16. Comfortable adapting to change in a dynamic environment
Minimum Requirements
17. GCSEs (or equivalent) / High School Diploma or GED
18. Proven experience in Customer Service and ERP systems (or equivalent experience)
19. Experience in Order Management or Customer Support (manufacturing or distribution preferred)
20. Bachelor’s degree in Business Administration or a scientific field (preferred)
21. European language skills are a plus, but not essential
22. Proven experience in developing strong customer relationships
Why Join Us?
23. Work at a well-established site in Benton Lane, Newcastle
24. Be part of a collaborative, customer-centric team
25. Opportunity to make a real impact on customer satisfaction and business success
26. 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. 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.