Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
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.
Position Summary
The Deputy Manager – Order Processing & Customer Service is responsible for driving end-to-end order lifecycle excellence for the spares business, ensuring superior customer experience, high OTIF performance, and operational efficiency.
This role acts as a critical interface between customers, global stakeholders, and internal supply chain functions, leveraging data analytics, ERP systems, and continuous improvement methodologies to enhance service delivery and business outcomes.
Key Responsibilities
1. Order Management & Customer Experience
- Own end-to-end order lifecycle: order entry, validation, fulfillment, invoicing, and delivery tracking
- Act as primary contact for B2B customers; manage queries, escalations, and service recovery
- Ensure high OTIF, order accuracy, and customer satisfaction
- Monitor order pipeline, backorders, and prioritize critical shipments
- Ensure compliance with documentation, trade regulations, and audit requirements
2. Supply Chain Coordination & Planning
- Collaborate with planning, procurement, and warehouse teams to ensure material availability
- Support demand forecasting, inventory optimization, and MRP execution
- Proactively identify supply-demand risks and drive mitigation actions
- Work with vendors and logistics partners to ensure delivery commitments
3. Systems, Data & Analytics
- Operate and optimize ERP systems (SAP / Oracle / QAD) for order management
- Utilize CRM tools (Salesforce) for customer interaction tracking
- Develop dashboards and reports using Excel and BI tools
- Drive data-based decision-making through trend analysis and performance insights
4. Compliance & Quality
- Ensure adherence to GMP, SOPs, and regulatory standards
- Maintain audit-ready documentation and support compliance audits
- Lead RCCM/CAPA actions for process gaps and deviations
5. Continuous Improvement & Digitalization
- Drive Practical Process Improvement (PPI), Lean, and Six Sigma initiatives
- Perform process mapping and value stream mapping to eliminate inefficiencies
- Identify automation and digital transformation opportunities
- Lead or support cross-functional improvement and transformation projects
6. Stakeholder & Global Coordination
- Collaborate across Sales, Finance, Logistics, Procurement, and Quality teams
- Manage global stakeholder communication and expectations
- Ensure seamless coordination across time zones and matrix structures
Education & Experience
- Advanced Degree (MBA preferred in Operations/Supply Chain)
OR bachelor’s degree with 2 to 5 years in order management, customer service, or supply chain - Preferred fields: Supply Chain, Engineering, Business, Science
Technical Skills
- ERP: SAP / Oracle / QAD (mandatory)
- Advanced Excel (Pivot, VLOOKUP, Power Query, Macros)
- CRM: Salesforce preferred
- BI tools and dashboarding experience
- Strong knowledge of MRP, forecasting, and inventory optimization
- Understanding of international trade & shipping regulations
Process Excellence & Certifications
- Lean / Six Sigma / PPI experience
- Knowledge of RCCM, CAPA, Process Mapping, Value Stream Mapping
- APICS (CPIM/CSCP) preferred
- Project management exposure preferred
Behavioral Competencies
- Strong customer-centric mindset
- Excellent analytical and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong communication and stakeholder management
- High attention to detail and process discipline
- Ability to work independently in a matrix organization
KPIs / Success Metrics
- Customer Service & Responsiveness: CAS, CCMS TAT
- Service Level: OTIF, LIFR, Delivery within 24/48 Hours
- Order Quality: Sales Order Completeness, Order Accuracy
- Inventory Performance: Coverage, DOS (Days of Outstanding Sales = Inventory / COGS × 91 days), Overall Inventory Health
- Inventory Efficiency: Excess & Obsolete Reduction, MTS vs MTO SKU Optimization
- Supply Chain Responsiveness: GRN TAT, Backorder Reduction
- Business Impact: Revenue Enablement, Productivity Savings
- Cost Optimization: PPI Savings (Hard & Soft Savings)