Customer Service Specialist I at Thermo Fisher Scientific

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life Sciences, HealthcareIndustries

Requirements

Strong understanding of customer needs
Excellent problem-solving abilities
Ability to manage multiple tasks effectively in a fast-paced environment
Deep understanding of Thermo Fisher's organizational structure, products, and services specific to the role
Proficient in system navigation and using online resources for job-related information
Analytical skills, including tasks such as credit/debit and account balance assessments
Dependability: Reliable adherence to work policies, including work hours and PTO; consistent service levels
Interpersonal skills: Maintains confidentiality, treats others with respect, communicates confidently and appropriately
Communication skills: Uses courteous phrasing, demonstrates active listening, takes detailed notes
Knowledge of procedures and processes: Applies SOPs effectively and seeks additional knowledge
Teamwork/cooperation: Builds relationships, partners with others to resolve issues
Problem-solving/decision-making: Resolves customer problems following procedures, shows empathy, seeks agreement, resourceful, handles conflict resolution
Personal development: Takes responsibility to learn and improve, listens actively, takes notes

Responsibilities

Act as a senior point of contact for customers and channel partners, handling inquiries via phone, email, and other communication methods
Manage complex order fulfillment processes and proactively communicate any changes or delays to customers
Address inquiries related to quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and other documentation (e.g., proof of delivery)
Collaborate with internal teams such as Sales, Supply Chain, and Finance to ensure customer expectations are met and processes are followed
Drive the Order to Cash process, including order creation, purchase order processing, shipping document preparation, and coordination with logistics and distribution teams
Ensure compliance with SLAs and KPIs, contributing to the overall success of the department
Lead process improvement initiatives and ensure adherence to corporate guidelines and policies
Handle cross-border interactions, working with global stakeholders in different time zones and cultures
Perform other tasks and projects as needed

Skills

Customer Service

Order Fulfillment

Problem Solving

Order to Cash

Multitasking

Phone Support

Email Communication

Quotation Management

Billing

Returns Processing

Cross-functional Collaboration

SLA Compliance

Process Improvement

Cross-border Communication

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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