Team Leader Customer Service
Team Leader Customer Service
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Job Description
Work Schedule
Standard (MonFri)Environmental Conditions
OfficeJob Description
ob Description
About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. is the world leader in serving science with annual revenue of approximately $40 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 efficiency in their laboratories improving patient health through diagnostics orthe development and manufacture of lifechanging 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 industryleading brands including Thermo Scientific Applied Biosystems Invitrogen Fisher Scientific Unity Lab Services Patheon and PPD. For more information please visit.
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 needs. Our customer service and support are important to enabling an outstanding customer experience. Our Customer Support Center organization is instrumental in these efforts and their magnificent alignment across geographies and commercial functions is crucial to our success.
The Bangalore Customer Support Center capability is a wellestablished team which supports the North America EMEA & APJ Order Management and other critical back office jobs with three shifts working over a 24hour window/day together processing over 60000 requests each month. These three teams are truly pivotal to delivering on our promises of quality innovation and give to the success of our business in India and across the world.
Job Title: Team Lead Customer Service
Reports To: Supervisor Customer Service
Location: Bangalore
Roles & Responsibilities
- Understand the Customer Care Business and Identify relevant KPIs and drive the critical metrics efficiently. Customercentric and keenly aware of markets trends and competitors.
- Provide immediate supervision to Customer Care staffs and operates with no supervision in a sophisticated environment
- Handle customer service issues either through direct personal action or refer to the accurate individual/department
- Proactively identify define and solve the most sophisticated 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.
- Coordinate 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
- Consistent track record to lead crossfunctional teams through influence versus direct management; excellent skills
- Ensure adherence to procedures policies and systems.
- Accept change. Motivate change in the team with a positive approach.
- Maintain and promote social ethical and interpersonal norms in conducting all affairs. Ability to think and act efficiently acting for the greater good of the organization. Accept and demonstrates the diversity of culture and thought
- Authentic open and leads by example holding self and others accountable. Encourages motivates and collaborates Cross functional teams.
Experience/ Skills Required
- Any graduate with a consistent track record. as a leader in your previous role
- 5 years of Handson experience in Order Management.
- Must have led a team for at least 12 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 problemsolving abilities
- Able to multitask prioritize and lead time efficiently
- Ability to work under critical situation
- Customerorientated and ability to adapt/respond to different types of tasks
- Should be flexible to work in any shift
As a Customer Service RepresentativeOrder Management you must represent our company by being responsible punctual and motivated to achieve beyond.
- Requires strong digital literacy including Microsoft office
Employment Type
Full-Time
