Manager, Customer Service at Thermo Fisher Scientific

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Life SciencesIndustries

Requirements

5 years of demonstrated expertise in managing individuals and taking the lead in a customer service setting
Bachelor’s degree or equivalent experience from a college or university
Proficiency in English, both written and verbal. Additional European language skills are an advantage
Proficient knowledge of service and customer service procedures within matrix organizations
Excellent communication and relationship-building skills
Ability to plan work and operate with a high degree of autonomy
Strong cross-functional collaborator and 'One Team' problem solver
Proven track record of influencing senior levels and mentoring experience
Strong interpersonal and organizational skills
Demonstrated ability to meet balanced business objectives, including employee, customer, and financial goals
Experience handling budgets
Ability to encourage, empower, mentor, and coach
Experience developing and implementing standard processes
Experience in partner management
Experience with process adherence and Key Performance Indicator management & tracking
Experience in commercial and accounting areas preferred

Responsibilities

Empower and develop a customer service team to maintain high engagement levels
Day to day manage complex customer service operations, focusing on order management, quotations, master data, and administrative processes
Recruit, direct, mentor, and encourage team leads, supervisors, and team members to support the company's vision and mission
Set clear goals for employees to ensure work prioritization
Contribute as a senior leader in developing operating plans and driving process improvement, automation, and efficiency projects
Track and improve Key Performance Indicators, particularly focusing on driving the customer allegiance score (CAS)
Engage in regional integration initiatives to build scalable solutions for future growth
Manage key partner expectations and support issue resolution activities
Maintain relevant SLA’s with key partners
Establish and uphold positive relationships with regional commercial and supporting functional teams
Participate in setting strategy and actions to achieve company goals and targets
Responsible for managing operational budgets
Nurture an atmosphere of continuous advancement within the Customer Service team
Consistently work on initiatives to enhance customer happiness

Skills

Customer Service Management

Team Leadership

Order Management

Quotations

Master Data Management

Process Improvement

Automation

KPI Tracking

SLA Management

Budget Management

Mentoring

Recruitment

Stakeholder Engagement

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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