Senior Customer Service Representative 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 Sciences, Scientific Instruments, Biotechnology, PharmaceuticalsIndustries

Requirements

Preferably bachelor’s degree (Arts, Science, Commerce, Business Administration)
3-5 years hands-on experience in Order Management
Strong digital literacy, including Microsoft Office
Excellent verbal and written communication and interpersonal skills
Highly detailed and organized with excellent analytic and problem-solving abilities
Able to multi-task, prioritize, and manage time efficiently
Ability to work in a fast-paced environment
Customer-oriented and ability to adapt/respond to different types of tasks
Flexible to work in Night Shift

Responsibilities

Perform high-end order processing tasks requiring in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP, and other applications
Ensure adherence to all internal/external processes with no slippage on transactions for financial impacting processes/actions
Solve complex problems, take fresh opinions using existing solutions, actively participate in process calls, and share ideas with teams/partners to improve processes
Work independently with minimal mentorship
Collaborate across the team to ensure mistakes are not repeated by team members
Engage in activities to provide an enhanced customer experience
Ensure adherence to organizational procedures, policies, and systems
Ensure performance metrics/SLAs are met
Adhere to daily turnaround time for orders as per set TAT guidelines
Proactively call out issues that can potentially hamper business processes
Contribute to team effort by accomplishing related results as needed
Represent the company well by being responsible, punctual, and self-motivated

Skills

Key technologies and capabilities for this role

Customer ServiceOrder ManagementBack Office OperationsTeam SupportShift Work

Questions & Answers

Common questions about this position

What is the work location for this Senior Customer Service Representative role?

The position is located in Bangalore.

What is the work schedule for this position?

It is a full-time standard schedule from Monday to Friday, within a 24-hour operation covering three shifts.

What skills and systems are required for this role?

The role requires in-depth knowledge of order processing using Oracle JD Edwards, SAP, and other applications, ability to solve complex problems independently, and collaboration across teams to improve processes.

What is the team structure like for this position?

It reports to a Team Leader in the Bangalore Customer Support Center, part of a well-established team handling three shifts that process over 60,000 requests monthly across regions.

What makes a strong candidate for this Senior Customer Service Representative role?

Strong candidates work independently with minimal mentorship, solve complex problems using existing solutions, ensure adherence to processes and SLAs, and actively collaborate to enhance customer experience and prevent repeated mistakes.

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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