Client Service Associate and Planner

4 weeks ago

Whitby, Canada Thermo Fisher Scientific Full time

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.

**How will you make an impact?**

Responsible for customer order activities, from receipt of purchase order/request through to shipment of finished goods, increasing operating efficiencies and customer service. Provides clients with timely and accurate reporting of the status of customer orders using delivery schedules and takes corrective actions to mitigate any late deliveries.

**What will you do?**
- Monitor client orders from receipt through to shipment and invoicing; follows up with internal teams to ensure performance to On Time Delivery (OTD) and On Time In Full (OTIF).
- Act as the voice of the customer at the site, highlighting delivery risks, escalations, and stock outs.
- Participate in site operational meetings and chairs/attends weekly client calls.
- Facilitate customer order revisions and cancellations.
- Coordinate customer order releases and shipments from the plant.
- Mitigate any outstanding issues affecting production or release of product with client.
- Monitor and report weekly and monthly OTD/OTIF performance and client metrics.
- Coordinate extra sampling/ shipping requests.
- Receive firm Purchase Orders (POs) from customers, in accordance to Sales and Operation plan, confirms completeness and communicates confirmation information to client.
- Coordinate with support teams for document readiness, material availability, and release.
- Coordinate client requirements such as Active Pharmaceutical Ingredient (API) requirements with Business Managers (BMs) / Project Managers (PMs)
- Coordinate requirements with internal teams, i.e. Procurement, Production, Process pharmacy, Quality.
- Create and maintain master data, i.e. Bill of Materials (BOMs), Routings and other customer related data in SAP.
- Review bulk and semi-finished materials before accepting and planning new orders.
- Review various reports (including expiry report) to minimize obsolescence.
- Maintain a safe working environment and reports potential hazards.
- Perform alternating or rotating shift work (as required)

**How will you get here?**

**Education**:
Minimum College/Technical School diploma in Materials Management or related business field.

BSc in Supply Chain, Logistics, or similar business field preferred.

Association for Supply Chain Management (ASCM/APICS) CPIM/CSCP or similar certification preferred.

**Experience**:
Minimum 2 years previous client related experience preferably in a pharmaceutical or manufacturing environment.

**Equivalency**_:_

Equivalent combinations of education, training, and relevant work experience may be considered.

**Knowledge, **Skills,** and Abilities**:
Strong client service orientation, and business perspective skills. Excellent interpersonal and communication skills (both written and oral). Ability to create metric for Key Performance Indicator (KPI) reporting. Effective negotiations skills. Detail oriented with the ability to quickly analyze complex problems and propose solutions. Ability to balance and handle changing priorities. Works autonomously under general direction to meet project and team objectives. Proficient in Microsoft skills (Word, PowerPoint and Advanced Excel). Proficiency with the English language.

**Standards and Expectations**:
Follow all Environmental Health & Safety Policies and Procedures. Work collaboratively with fellow team members, modelling positive team principles and partnering to meet project and departmental objectives. Carry out all duties within strict compliance to quality SOPs and Good Manufacturing Practice (GMP). Maintain workspace in a clean and orderly fashion. Actively engage in and adhere to departmental systems in order to maintain a smooth and efficient workflow (visual management, scheduling systems, etc.). Be client and patient conscious at all times. Understand Key Performance Indicators (KPI's) and strive to improve the performance of the team by identifying areas for system improvements and engage in problem solving. Model positive thinking and is open to change, motivating the team to adapt to shifts in priorities and new ways of working. Proactively identify areas for improvement in the execution of procedures. Communicate risks to timelines in a proactive manner. Consistently strive to improve skills and knowledge in related field.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to w

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