Customer Service Representative II at Thermo Fisher Scientific

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life Sciences, ManufacturingIndustries

Requirements

Minimum of 3-5 years of customer service experience in an SSC/multinational/office environment
Experience with ERP systems is helpful
High school diploma required; Bachelor’s Degree helpful but not crucial (meaningful experience and knowledge considered)
High integrity and compliance
Attention to detail and accuracy
Good problem-solving skills and ability to multitask under tight deadlines
Self-motivated, enthusiastic, positive attitude, and great teammate
Strong written and verbal communication skills
Good organizational skills and ability to prioritize workload effectively
Proficient Microsoft Office user

Responsibilities

Serve as a role model by providing outstanding customer service to external customers and internal team members
Resolve sophisticated customer requirements, handle user problems, and process and follow up on all relevant requests within the division’s guidelines
Liaise with partner functions (sales, commercial, distribution, finance) to fulfill customer requests or resolve issues promptly
Become an expert in Customer Relationship Management systems
Adhere to company policies, operational regulations, and departmental training guidelines
Deliver on daily/weekly/monthly key performance indicator metrics
Proactively engage in and drive efficiency and productivity initiatives
Display stringent attention to detail and accuracy
Act as a single point of contact for technical activities on assignments/projects as needed by business expectations
Continuously improve processes, demonstrate attention to operational details, and leverage required computer systems to maintain high data accuracy and quality
Actively develop and review training materials and provide training to new joiners
Develop relevant daily customer service reports
Assess individual customer requirements and direct activities to appropriate partner departments if needed
Act as deputy for the Supervisor/Team Leader when required and support the management team with consolidated operational data and service reports
Lead and facilitate meetings, taking ownership of actions

Skills

Key technologies and capabilities for this role

Customer ServiceCustomer Relationship ManagementERP SystemsData AccuracyTraining DeliveryProcess ImprovementKPI MetricsReport Generation

Questions & Answers

Common questions about this position

What experience is required for the Customer Service Representative II role?

A minimum of 3-5 years of customer service experience in an SSC/multinational/office environment is required. Experience with ERP systems is helpful.

What are the key skills needed for this position?

Key skills include high integrity and compliance, attention to detail and accuracy, good problem-solving and multitasking under tight deadlines, strong written and verbal communication, good organizational skills, and proficiency in Microsoft Office.

What is the work schedule and location for this job?

This is a full-time third shift (nights) position in an office environment.

What is the company's stance on diversity and inclusion?

Thermo Fisher Scientific is an equal opportunity employer that values diversity and is committed to creating an inclusive environment for all employees to drive innovation and success.

What education is required for this role?

A high school diploma is required, while a Bachelor’s Degree is helpful but not crucial; candidates with meaningful experience and knowledge will also be considered.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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