Senior Manager, Customer Service

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, improving patient diagnostics and therapies or making their laboratory work more efficient, we are here to support them. Our distributed team of more than 90,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com. Thermo Fisher Scientific is a Equal employment opportunity

About Customer Support Center

At Thermo Fisher Scientific, we are committed to being a Product Leadership company that creates innovative solutions across the spectrum of our customers’ needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Global Customer Care organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is essential to our success.

The Bangalore Customer Support Center capability is a well-established Team, which supports North America, EMEA, Australasia, Singapore, Korea and Taiwan Order Management and other critical back-office jobs with three shifts working over a 24-hour window/day, together processing over 100,000 orders. These three teams are truly pivotal to delivering on our promises of quality, innovation and contribute to the success of our business in India and across the world.

Purpose of the role

As a Senior Manager, you will provide direct floor and personnel leadership to Customer Care Team Leaders. This is a leadership position in a fast-paced inbound customer support center. You will handle customer care issues that have been sophisticated either through direct personal action or referral to the individual/department identified as accurate. Coordinate site resources for the resolution of system related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues. This responsibility includes bringing to bear both on and off-site resources as vital. You will also be responsible on the end to end implementation and management of the order management processes.

Responsibilities:

• Coach and lead team of Managers, Supervisors, Team Leaders and Customer Care Representatives.
• Establish and implement performance standards through tier meetings and key performance indicators for Customer Care.
• Establish trust and maintain relationships with peers, subordinates, Sr. Leadership and Customers.
• Evaluate and facilitate changes to business processes and workflow to deliver maximum productivity and effectiveness. 
• Lead and participate in multiple large cross divisional projects such as the Order Management Improvement Initiatives and application transformations.
• Plan and communicate changes in processes, policies, practices or procedures in a clear, concise and expedient manner throughout the organization.
• Partner with our Customer Care Teams to ensure timely and accurate order processing.
• Partner with Customer Experience, Sales and Supply Chain teams to handle partner concerns and improve customer experience.
• Extensive background in nurturing leadership skills in a Customer Care setting.
• Network and render potential support to multiple geographic sites.
• Proficiency in crafting and implementing customer engagement plans through different communication platforms.
• Demonstrated history of achieving balanced business goals.
• Proficient in crafting and implementing business continuity and emergency plans.

Desirables:

• Bachelor’s Degree
• 14+ years of successful Customer Care experience with a minimum 10 years in team management experience
• Ready to work in Night Shift for North America region with Flexibility to support the businesses of APJ, EMEA and be readily available whenever required alongside build connections with collaborators across geographies. Amenable to working onsite.
• Must have an analytical attitude to analyze process gaps and suggest improvements.
• Strong knowledge of Customer Care order entry, Quality, SCM and Workforce Management systems like Oracle, Avaya, Sales Force and other platforms
• Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel and Power-Point.

At Thermo Fisher Scientific, each one of our 90,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com