Job Description

Job Title: Asst. Manager, Customer Service- Mumbai

Reporting To: Manager, Customer Service & Order Management

When you are part of the team at Thermo Fisher Scientific, you'll do important work. Surrounded by collaborative colleagues, you'll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team and help us make significant contributions to the world.

Responsibilities:

The above position is for LSI Business and desired candidate will have following responsibilities:

• Support and execute overall process of customer service & related interfaces with customers including quote processing and order processing, understand customer requirement & expectations and drive fulfillment.

• Drive customer engagement programs & differentiated customer services w.r.t. Focus Accounts, Key Accounts, Platinum accounts etc.

• Implementing business strategies to enhance service reach and effectiveness on a wide range of products, achieve pre-set targets while ensuring accomplishment of business goals.

• Exercise necessary controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc. Validate/ plug inputs and resolve discrepancies (internal/ external stakeholders) and 100% adherence to Audit related Order Management guidelines

• Visiting Customers- Understanding & resolving issues - 10-15% of the Profile requirement.

• Handling DFS (Direct factory orders) and export orders. For export customers, Quote to delivery process knowledge is mandatory.

• Should have knowledge of Tender enquiries, processing Quotes, PO processing and Onward Customer Service

• CAS (Customer Allegiance Score): Consistently monitoring and achieving CAS Score on monthly basis and devising plans to improve target scores with Projects and actions.

• Updating exceptions on Product Deployment/Customer Deliveries. Highlight all failures/ likely failures & taking timely actions collaboratively to mitigate any further occurrences.

• Review MTO's and Coordinate with Planners for tracking delivery timeline/ status for Non-Stock SKUs.

• Review Costs: Premium Freight Spends (Air/ Cargo), CST Billing and initiate improvement actions.

• Participate in monthly SIOP's and provide inputs and ensure timely actions of closure.

• Communicate and ensure implementation of company strategies across regions for uniformity

Minimum Qualifications / Skills required:

Minimum Experience of 2-3 years in relevant positions with above required skills and abilities. Chemical or Bioscience Background preferred, with experience in areas such as Value Stream mapping, PPI, Lean, Six-Sigma methodology.

Digital capabilities like -Data Analytics & Optimization BI Tools knowledge- will be an added advantage.

Minimum Qualification: Graduate / Post-Graduate/MBA with relevant experience is preferred.

Should have strong inter-personal skills.

Innovative and ability to take challenges.

Extremely good Analytical skills.

Excellent oral and written communication and coordination skills

Familiar with SAP ERP operating systems and MS Office

Will be added advantage if handled Direct Customer /KA's Customer Service from Chemical or Bio Science Industry and driven specific operations projects on Service /Deliverables.

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds have 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 .

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