Customer Service Supervisor

Work Schedule

Environmental Conditions

Job Description

About Thermo Fisher Scientific

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 growing efficiency in their laboratories improving patient health through diagnostics orthe development and manufacture of life-changing therapies we are here to support them. Our distributed team ofmore than 100000colleagues delivers an outstanding 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.

About the Global Commercial Operations Center

At Thermo Fisher Scientific we are committed to being a company that creates innovative solutions across the range of our customers needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Global Commercial Operations organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is important to our success.

We are seeking a highly motivated and experienced Leader to join our Customer Service team in Bangalore. The Bangalore Global Commercial Operations Center operates across three shifts providing critical support for key back-office activities within the Global Commercial Operations organization. This position is a Third Shift Supervisor role dedicated to leading and supporting the third-shift team.

In collaboration with our first- and second-shift colleagues the team provides five-day-a-week operational coverage and plays a vital role in enabling the organization to deliver on its commitments to quality innovation and exceptional customer support. The successful candidate will be responsible for fostering a high-performing team environment ensuring operational excellence and supporting the continued success of our global operations.

Key responsibilities of the supervisor:

• Own team performance process adherence escalations employee development and continuous improvement.
• Lead daily team operations to meet or exceed service levels KPIs and performance objectives. Monitor missed metrics and implement corrective actions.
• Manage workload priorities schedules shift coverage and regional support needs.
• Demonstrates sound judgment in balancing business and commercial needs business priorities and potential risks/exposures to customer requests.
• Function as a key liaison across regional and central teams Field Service Sales Finance Master Data suppliers and other stakeholders.
• Manage customer-related data to ensure quality accuracy and timely responses to customer requests.
• Support smooth workflow handoffs and operational alignment between teams regions and time zones.
• Maintain composure during high-volume or ambiguous situations.
• Measures develops supports and motivates personnel to attain or exceed established goals.
• Foster a positive collaborative and customer-focused team culture.
• Maintain and update process documentation and create training plans for team development.
• Hire onboard train coach and develop new and existing team members.
• Identify and implement key improvement opportunities through PPI including system enhancements automation and process improvements.

Key responsibilities of the team:

• Support the quote-to-cash process for parts consumables and time and material orders including quote creation parts order processing and invoice creation. This also includes exception handling in the form of credit rebills and invoice and parts order corrections as needed.
• Manage the end-to-end service call creation including pre-sales pre-install install accessory and main system technical deviation authority calls de-installs refurbishments and warranty activities.
• Execute invoice and portal management to support start-to-end billing.
• Support post installation entitlements including standard warranty extensions as well as sold with system or additional warranty contract creation.
• Govern and maintain master data through Install Base requests and data cleanup and validation ensuring accuracy compliance and timely updates across systems.
• Serve as a central coordination point for service inquiries for Point-of-Sale orders Certificate of Acceptance and Warranty Commencement Report processing online registration support end of service letter support and evaluation/loan contract creation.
• Provide enhanced sales support including CRM changes CRM approval submissions obtain Non-standard request approvals and free of charge support.
• Contribute to continuous improvement including documentation training system testing and participation in PPI initiatives.

Job experience and skills required

• 10 years of equivalent business experience in Customer Service Order Entry Order Management and Fulfilment with 3 years of people management experience. Bachelors degree preferred.
• Quote-to-order and order-to-cash experience required.
• Demonstrated experience leading customer care service operations shared services or similar operational teams including experience supporting scheduling coverage across multiple shifts workload planning and regional/time zone workflow support.
• Expert leadership skills including coaching mentoring performance management employee development onboarding training and team motivation.
• Proficient interpersonal skills with a collaborative / integrative style of working to reach common goals and objectives.
• Advanced written and verbal English communication skills with the ability to manage conflict lead difficult conversations interpret ambiguous communication and tailor messaging to different audiences.
• Strong organizational and time-management skills with the ability to manage multiple priorities work under pressure meet tight deadlines and operate independently and as part of a team.
• Strong analytical problem-solving complaint resolution and stakeholder management skills with the ability to collaborate effectively across functions regions cultures and leadership levels.
• Experience supporting projects process improvements automation system enhancements operational initiatives or PPI activities.
• Strong attention to detail data accuracy and quality with the ability to reinforce standards across the team.
• Strong customer orientation with demonstrated ability to manage complex customer requirements escalations and non-standard requests professionally.
• Advanced proficiency with ERP systems CRM tools and Microsoft Office applications including Outlook Excel Word and PowerPoint.