Sr Customer Service Representative

Work Schedule

Other

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.

DESCRIPTION:
Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll contribute to our mission to make the world healthier, cleaner, and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances.

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 Customer Support Center organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is important to our success.

The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back office jobs with three shifts working over a 24-hour window/day, together processing over 60,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and give to the success of our business in India and across the world.

Roles & Responsibilities

• Perform high end order processing tasks which requires in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP SD & MM (ECC & S4HANA) and other applications used by the function
• Ensures adherence to all internal / external processes with no slippage on transactions taken up for financial impacting processes/actions
• Solves complex problems, takes fresh opinions using existing solutions, be an active participant of the process calls, share ideas with teams/partners to improve processes
• Works independently and requires minimal mentorship
• Optimally collaborate across the team to ensure that mistakes are not repeated by team members
• Engage in activities to provide enhanced customer experience
• Ensures adherence to organizational procedures, policies, and systems.
• Ensures that performance metrics / SLAs are met 
• Enforce to daily turnaround time for orders as per set TAT guidelines
• Proactively calls out issues that can potentially hamper the business processes       
• Supply to team effort by accomplishing related results as needed

As a Customer Service Representative-Order Management you represent our company well by being responsible, punctual and self-motivated.

Other Requirements

• Preferably bachelor’s degree (Arts, Science, Commerce, Business Administrations)
• 3-5 years Hands on experience on Order Management, Order Fulfilment/Supply Chain Management and Master Data Management
• Requires strong digital literacy, including Microsoft office
• Display excellent verbal and written communication and interpersonal skills.
• Highly detailed and organized with excellent analytic and problem-solving abilities
• Able to multi-task, prioritize and lead time efficiently
• Ability to work under face pace environment
• Customer orientated and ability to adapt/respond to different types of tasks
• Flexible to work in Shifts & Weekends Sunday (Mandatory)

As a Customer Service Representative-Order Management you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty

At Thermo Fisher Scientific, each one of our 70,000 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.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.