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.