Job Description

About Company: Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of more than $35 billion and approximately 90,000 employees globally. Our Mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands \xe2\x80\x93 Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services \xe2\x80\x93 we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services 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\xe2\x80\x99 needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Global Customer Care 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 North America, EMEA, Australasia, Singapore, Korea and Taiwan Order Management and other critical back-office jobs with three shifts working over a 24-hour window/day, together processing over 75,000 orders 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. Purpose of the role As a Supervisor, you will provide direct floor and personnel leadership to Customer Care Team Leaders. This is a leadership position in a fast-paced inbound customer support center. You will handle intensified customer care issues either through direct personal action or referral to the proper individual/department. Coordinate site resources for the resolution of system related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues. This responsibility includes demonstrating both on and off-site resources as necessary. You will also partner on the development of departmental guidelines and training material and lead implementation as necessary. Responsibilities:

• Establish trust and maintain positive relationship, communicate effectively, partner with global peer groups to provide a better customer experience.
• Bi-Weekly/Monthly Stake holder meetings to report metrics and process stability.
• Evaluate appropriate staffing v/s business volume and explore opportunities to create capacity.
• Evaluate and decide personnel issues such as requests for time-off, scheduling issues and deployment of work.
• Act with Integrity and lead by example providing on the job guidance, motivation and coaching to Team leads, help drive their metrics to meet the organizational goals.
• Monitor employee productivity and provide constructive feedback and coaching.
• Work effectively with the Manager to create and implement career development plans for Team.
• Recommend and administer input for annual reviews, recognition, and disciplinary action.
• Interpret daily workload and coordinate various departments to fulfill order progression requirements.
• Evaluate situations that impact operations and decide level of support and response required.
• Respond to customer feedback (complaints), determine root cause and engage multiple departments to initiate and implement corrective action.
• Training & coaching all CCRs in line with all policies and procedures. Conducts monthly customer care audits
• Supports the manager & plans/engages in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the ordering process, improve alignment with customer service
• Develops the job performance standards and goals for all CCRs to achieve the organization\xe2\x80\x99s customer care and retention goals and assist manager in reaching revenue objectives of their region.
• Assists leads/manager in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team.
• Assists manager/leads in the development and implementation of \xe2\x80\x98standard methodology\xe2\x80\x99 processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.
• Develops a training curriculum and personal development plan for all staff. Conducts training as required achieving goals and service standards.
• Establishes and helps manager to maintain timely and thorough reporting to the Customer Care Lead and on all customer care management facets of the organization.
• Any other tasks as assigned from time to time.

• Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers.
• Reports all quality issues to Supervisor / Manager as soon as possible.
• Embrace PPI and involve in team driven actions to help improvements. Act independently to determine methods and procedures
• Anticipate problems or needed process improvements and generate ideas, follow up for action and results.

• Bachelor\xe2\x80\x99s Degree
• 10+ years of successful Customer Care experience and demonstrated informal leadership opportunities.
• Experience dealing with all traditional order processing
• Strong knowledge of Customer Care order entry, Quality and Workforce Management systems. Oracle, SAP, Siebel, Baan and other platforms
• Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel, Macros and Power-Point.