Senior Manager, Customer Service at Thermo Fisher Scientific

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Scientific Instruments, Biotechnology, PharmaceuticalsIndustries

Requirements

Extensive background in nurturing leadership skills in a Customer Care setting
Proficiency in crafting and implementing customer engagement plans through different communication platforms
Demonstrated history of achieving balanced business goals
Proficient in crafting and implementing business continuity

Responsibilities

Coach and lead team of Managers, Supervisors, Team Leaders and Customer Care Representatives
Establish and implement performance standards through tier meetings and key performance indicators for Customer Care
Establish trust and maintain relationships with peers, subordinates, Sr. Leadership and Customers
Evaluate and facilitate changes to business processes and workflow to deliver maximum productivity and effectiveness
Lead and participate in multiple large cross divisional projects such as the Order Management Improvement Initiatives and application transformations
Plan and communicate changes in processes, policies, practices or procedures in a clear, concise and expedient manner throughout the organization
Partner with our Customer Care Teams to ensure timely and accurate order processing
Partner with Customer Experience, Sales and Supply Chain teams to handle partner concerns and improve customer experience
Network and render potential support to multiple geographic sites
Provide direct floor and personnel leadership to Customer Care Team Leaders
Handle customer care issues that have been sophisticated either through direct personal action or referral to the individual/department identified as accurate
Coordinate site resources for the resolution of system related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues, including bringing to bear both on and off-site resources as vital
Responsible for the end to end implementation and management of the order management processes

Skills

Key technologies and capabilities for this role

Customer Service ManagementOrder ManagementTeam LeadershipBack-Office OperationsShift ManagementGlobal Customer Care

Questions & Answers

Common questions about this position

What is the work schedule and location for this role?

This is a full-time position with a standard Monday-Friday schedule in an office environment at the Bangalore Customer Support Center.

What are the main responsibilities of the Senior Manager role?

The role involves providing direct leadership to Customer Care Team Leaders, handling sophisticated customer care issues, coordinating resources for system problems, and managing end-to-end order management processes.

What teams will I be leading in this position?

You will coach and lead a team of Managers, Supervisors, Team Leaders, and Customer Care Representatives.

What kind of leadership experience is needed for this role?

The position requires experience in coaching and leading teams of managers and supervisors, establishing performance standards through KPIs and meetings, and building relationships with leadership and customers.

What makes a strong candidate for this Senior Manager position?

Strong candidates will have proven leadership in fast-paced customer support centers, experience managing order management processes, and the ability to handle complex issues while building cross-functional relationships.

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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