Job Description

: Job Title: Asst. Manager, Customer Service- Mumbai Reporting To : Manager, Customer Service & Order Management Day-day delivery of dedicated customer service within a complex fast paced Customer Service environment. You will act as designated point of contact for strategic accounts and internal customer service queries and are key to ensuring customers view Thermo Fisher Scientific as the company to partner with. Supporting the departmental leadership daily in their quest to achieve our mission. The Customer Care Specialist is responsible to provide outstanding service to both external and internal clients to achieve business goals and objectives. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific. Responsibilities: The above position is for LSI Business and desired candidate will have following responsibilities: Support and implement overall process of customer service & related collaborate 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 improve service reach and efficiency on a wide range of products, achieve pre-set targets while ensuring accomplishment of business goals. Exercise required controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc. Validate/ plug inputs and resolve discrepancies (internal/ external partners) 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 required. Should have knowledge of Tender enquiries, processing Quotes, PO processing and Onward Customer Service CAS (Customer Allegiance Score): Consistently 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 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 Work closely with Product Managers, Sales and Planning for Phase in, Phase Out SKU\'s 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 shown experience required. Should have strong interpersonal skills. Innovative and ability to take challenges. Very 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.

foundit