Job Description

Job Title: Manager – Customer Service and Order Management Location: Mumbai. Reporting to : Senior Manager – Customer Service and Order Management . When you’re part of the team at Thermo Fisher Scientific, you’ll do work that has impact on the world. 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:

• Data Science & Analytics :Should be able to drive through and implement strategies & processes using capabilities such as Data Science , Machine Learning , tools like RPA's etc. to enable capabilities of digital initiatives to create experience of Customer Delight & also helping internal organization in terms of productivity in terms of automations etc.
• Revenue attainment: Support revenue attainment for LSI stock-and-sale businesses comprising chemicals, consumables, Equipment etc. through rigorous backorder management, close coordination with cross-functional teams including Planning & Procurement, GC Manufacturing sites, Channel Management, Commercial team, AR, Warehousing & Distribution team etc.

The Customer Segment would involve lot of Direct and Key Customer Accounts of those businesses.

• Order management: Oversee the overall process of receipt of customer orders through POs / Web based orders / emails, order validation of Direct Customers ,Key Customers , order entry into SAP and onward execution of the same. Exercise necessary controls w.r.t. backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc.
• Customer service: Oversee the process of customer service & related interfaces with customers including understand customer requirement & expectations and drive fulfillment of the same through effective, timely and ongoing customer communications w.r.t. order acknowledgment, order visibility, shipment visibility, promise dating, special conditions etc. Drive customer engagement programs & differentiated customer services w.r.t. Focus Accounts, Key Accounts, Platinum accounts etc.
• Driving Customer Allegiance Score (Order Fulfillment): Lead the design & execution of the OF CAS improvement programs for Key Business under LSI for Direct Customers and other Key customers assigned . Act as the Process Champion to drive OF CAS improvement across various businesses in close coordination with other Business Supply Chain Leaders to meet / exceed planned OF CAS scores. Drive Supply chain Strategies for all Customer Service & Order Management related action items in coordination with other Business Supply Chain Leaders to drive transformational change .
• Driving work-flow solutions & productivity: Oversee effective deployment of work-flow solutions (SAP & non-SAP based) w.r.t. lead management, customer contact center, centralized customer complaints management system (CCMS), web-order portal (WOP) etc. to enhance customer experience & drive productivity.

People Management: Lead, coach and mentor the order management & customer service team w.r.t. goal setting / alignment, performance reviews, learning & development, career guidance & support and effective supervision to create a talented, engaged and motivated team. Minimum Qualifications / Skills required:

• Experienced individual and extremely Strong Data Science analytics ,Machine Learning expertise capabilities .Data Scientist experience previously would be added advantage.(Must Have).
• Minimum Experience of 10-12 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
• BE (Mechanical/Production/Chemical), with a additional MBA in operations or Supply Chain is preferred. Relevant certifications in Project Management are plus points.
• Should have strong inter-personal and Leadership skills and must have an experience of team handling and should have worked in complex work environments .
• Innovative and ability to take challenges.
• Attention to details
• Excellent oral and written communication and coordination skills
• Familiar with SAP ERP operating systems and MS Office
• Some travel is required in connection with managing regional operations

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. 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.