Job Description

About Company:
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, increasing 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 global team delivers an unrivaled 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 www.thermofisher.com
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status. About Global Customer Care 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 are essential to our success. The Bangalore Customer Support Center capability is a well-established team, which supports North America, EMEA & APJ Order Management and other critical back-office jobs with three shifts working over a 24-hour window/day, together with processing over 60,000 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. Promises of quality, innovation and contribute to the success of our business in India and across the world. Roles & Responsibilities

• Understand the Customer Care Business and Identify relevant KPI\xe2\x80\x99s and drive the KPIs efficiently. Customer-centric and keenly aware of markets, trends, and competitors.
• Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment
• Handle advanced customer service issues either through direct personal action or refer to the proper individual/department
• Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develops process or service improvement plans and recommend to Customer Service Manager.
• Administer annual reviews and performance improvement plans.
• Leads projects within the team to achieve achievements and objectives. Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives.
• Strong analytical skills and ability to work in an unstructured and evolving environment
• Proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills
• Embrace change. Inspire change in the team with a positive approach.
• Maintain and promote social, ethical and organizational norms in conducting all affairs. Ability to think and act effectively, acting for the greater good of the organization. Embraces and demonstrates the diversity of culture and thought
• Authentic, transparent and leads by example, holding self and others accountable. Inspires motivates and collaborates with others

• Any graduate with a minimum of 8 years of experience.
• 5 years of\xe2\x80\x99 Hands-on experience in Order Management.
• Must have managed a team for at least 1-2 years.
• Experience in Quality management is desired.
• Experience working in SAP or Salesforce will be an advantage.
• Display excellent verbal and written communication and interpersonal skills.
• Highly diligent 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
• Should be Flexible to work in Night Shift.