Assistant Manager-Customer Service

ThermoFisher Scientific; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Thermo Fisher Scientific in Bengaluru, India is seeking a Lead Customer Service Representative to guide a team, resolve complex inquiries, and coordinate with cross-functional groups to uphold service excellence.

The role requires a graduate with 4-5 years in Order Management, strong ERP/CRM skills, and proven leadership. You will drive process improvements and help the company deliver outstanding customer care in a fast-paced environment.

Qualifications

• Graduate with 4 to 5 years of experience in Order Management.
• Experience handling end-to-end transactions in Quote to Cash.
• Proven Customer Service experience with over-achievement of quota.
• Strong communication and active listening abilities.
• Leadership experience coaching and mentoring teams.
• Proficiency in ERP systems (SAP, Oracle) and CRM tools.
• Ability to multi-task and manage time effectively.
• Knowledge of ISO/cGMP quality practices preferred.

Responsibilities

• Lead customer service operations and mentor team members.
• Handle complex inquiries and manage escalations.
• Coordinate between customers and cross-functional teams to ensure satisfaction.
• Drive process improvements and best practices in order management.
• Maintain high standards of customer satisfaction and support growth goals.

Skills

Customer service leadership

Strong communication

ERP systems (SAP, Oracle)

CRM tools

Microsoft Office proficiency

Problem-solving

Time management

Education

Bachelor's degree in Business Administration or related field

Tools

SAP

Oracle

CRM systems

MS Office

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

Join our team as a Lead Customer Service Representative at Thermo Fisher Scientific, where you'll contribute to our mission to make the world healthier, cleaner, and safer. As a key member of our customer service organization, you'll provide effective leadership in customer support while mentoring team members and contributing to continuous improvement initiatives. You'll handle complex customer inquiries, manage escalations, and coordinate between customers and cross-functional teams. Your role will be essential in maintaining our high standards of customer satisfaction while supporting our company's growth and innovation goals.

Requirements:

• Graduate with 4 to 5 years of experience in Order Management.

• Experience in core Customer Service handling end to end transactions in Quote to Cash.

• Proven Customer Service/Customer Care experience.

• Track record of over-achieving quota.

• Strong phone contact handling skills and active listening

• Customer orientation and ability to adapt/respond to different types of characters.

• Ability to multi-task, prioritize and manage time effectively.

• Preferred Fields of Study: Business Administration, Sciences, or related field

• Professional certifications in customer service or relevant field are beneficial

• Proven leadership experience with ability to coach, mentor, and develop team members

• Strong proficiency in ERP systems (SAP, Oracle) and Microsoft Office Suite

• Exceptional problem-solving abilities and attention to detail

• Outstanding written and verbal communication skills

• Experience in process improvement and implementing best practices

• Ability to handle complex customer situations with diplomacy and professionalism

• Strong organizational and time management skills

• Demonstrated ability to work independently and as part of a team

• Experience with customer relationship management (CRM) systems

• Ability to work effectively in a metric-driven environment

• Knowledge of quality management systems (ISO, cGMP) preferred

• Flexibility to adapt to changing business needs and priorities

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.