Supervisor - Customer Service at Thermo Fisher Scientific

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life Sciences, BiotechnologyIndustries

Requirements

Strong understanding of company’s brands, systems, processes, and procedures
Ability to act with Integrity and lead by example
Experience in guiding, motivating, and coaching team leads and CSRs
Knowledge of operational goals such as accurate order entry, timely responses, telephone metrics, and quote request service levels
Capability to evaluate staffing versus business volume and create capacity
Familiarity with continuous improvement initiatives like PPI (Practical Process Improvement)

Responsibilities

Guide and lead a large team of CSRs towards achieving operational goals such as accurate order entry, timely response to requests, effective telephone metrics, achieving quote request service levels while meeting quality standards
Evaluate appropriate staffing vs business volume and explore opportunities to create capacity
Ensure all work is accurately distributed and prioritized with an even workload across team(s)
Provide on-the-job guidance, motivation, and coaching to Team leads to drive their metrics and meet organizational goals
Maintain a strong understanding of company’s brands, systems, processes, and procedures by providing daily support and guidance to colleagues
Hold regular coaching, goal setting, and performance meetings with CSRs to continually improve services and nurture an environment where staff can excel through support and empowerment
Actively support company’s drive for continuous improvement and be involved in innovative solutions that increase customer allegiance and profitability
Contact customers on critical issues to achieve full resolution
Champion positive, professional, and productive relationships with members of other departments to improve customer satisfaction
Participate effectively in quality improvement teams and promote co-operative effort between all departments and internal customers
Support the manager and plan/engage in activities to ensure an enhanced customer experience, including projects and tasks to enhance the ordering process and improve alignment with customer service
Assist manager/leads in the development and implementation of ‘best practice’ processes across the organization to ensure efficiency resulting in reduced costs and improved customer service
Embrace PPI and involve in team-driven actions to help improvements; act independently to resolve methods/issues

Skills

Customer Service

Team Leadership

Training

Coaching

Mentoring

Order Processing

Quotations

Claims Processing

Returns Management

Customer Support

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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