Sr Customer Service Representative

Job Description

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 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 distributed team of more than 100,000 colleagues 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.

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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 critical to enabling an exceptional customer experience. Our Customer Support Center organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is important to our success.

The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back office jobs with three shifts working over a 24-hour window/day, together 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.

Job Title: Senior Customer Service Representative

Reports To: Team Leader, Customer Service,

Location: Bangalore

Roles & Responsibilities

• Perform high end order processing tasks which requires in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP and other applications used by the function
• Ensures adherence to all internal / external processes with no slippage on transactions taken up for financial impacting processes/actions
• Solves complex problems, takes fresh opinions using existing solutions, be an active participant of the process calls, share ideas with teams/partners to improve processes
• Works independently and requires minimal guidance
• Effectively collaborate across the team to ensure that mistakes are not repeated by team members
• Engage in activities to provide an enhanced customer experience
• Ensures adherence to organizational procedures, policies, and systems.
• Ensures that performance metrics / SLAs are met 
• Adhere to daily turnaround time for orders as per set TAT guidelines
• Proactively calls out issues that can potentially hamper the business processes       
• Supply to team effort by accomplishing related results as needed

As a Customer Service Representative-Order Management you represent our company well by being responsible, punctual and self motivated

Other Requirements

• Preferably bachelor’s degree (Arts, Science, Commerce, Business Administrations)
• 3-5 years Hands on experience on Order Management
• Requires strong computer skills, including Microsoft office
• Display excellent verbal and written communication and social skills.
• Highly thorough and organized with excellent analytic and problem-solving abilities
• Able to multi-task, prioritize and manage time effectively
• Ability to work under face pace environment
• Customer orientated and ability to adapt/respond to different types of tasks
• Flexible to work in Night Shift