Sr Customer Service Representative at Thermo Fisher… · Bengaluru

Work Schedule Standard (Mon-Fri)

Environmental Conditions Office

Job Description

About Thermo Fisher

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 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 complex analytical challenges, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 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, Patheon and PPD. For more information, please visit http://www.thermofisher.com.

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.

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 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 the North America, EMEA & APJ Order Management and other critical back-office jobs with four shifts working over a 22-hour window/day, together processing over 102,000 requests each month. 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.

Roles & Responsibilities

• Perform high end order processing tasks which requires in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP 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 new perspectives using existing solutions, be an active participant of the process calls, share ideas with teams/partners to improve processes
• Works independently and requires minimal guidance and acts as a resource for colleagues with less experience
• Effectively collaborate across the team to ensure that mistakes are not repeated by team members
• Engage in activities to provide an enhanced customer experience
• Ensures adherence to organizational procedures, policies, and systems.
• Ensures that performance metrics / SLAs are met
• Adhere to daily turnaround time for orders as per set TAT guidelines
• Proactively escalates issues that can potentially hamper the business processes
• Contribute to team effort by accomplishing related results as needed

Other Requirements

• Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations)
• 3-5 years Hands on experience on Order Management
• Requires strong computer skills, including Microsoft office
• Display excellent verbal and written communication and interpersonal skills.
• Highly detail-oriented and organized with excellent analytic and problem-solving abilities
• Able to multi-task, prioritize and manage time effectively
• Ability to work under pressure
• Customer orientated and ability to adapt/respond to different types of tasks
• Flexible to work in Night Shifts

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. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations. 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.

At Thermo Fisher Scientific, each one of our 100,000 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. 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.