Customer Service and Order Management Manager

Thermo Fisher Scientific India Pvt Ltd; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Thermo Fisher Scientific India Pvt Ltd in Mumbai seeks a Manager to strengthen Supply Chain Operations across Customer Service & Order Management, Demand & Supply Planning, and Digital/IT transformation. The role emphasizes improving customer experience, efficiency, and overall supply chain performance.

The position requires 5-7 years of experience, preferably with an MBA/Graduate background and Engineering exposure, with accountability for end-to-end processes and stakeholder management across

Qualifications

• MBA/Graduate, preferable Engineering with 5-7 years of work experience.
• Experience leading cross-functional supply chain projects and transformation initiatives.
• Strong stakeholder management and ability to drive improvements in customer experience and productivity.

Responsibilities

• Lead end-to-end supply chain transformation initiatives across Customer Service & Order Processing, Demand & Supply Planning, and Digital/IT.
• Drive critical KPIs including OF CAS, inventory & DOS, E&O, OTIF/LIFR, backlog visibility and forecast accuracy.
• Collaborate with Sales, Product Management, Procurement, Factories, Warehouse, Finance and Regulatory/Compliance to enable proactive operations.

Skills

Stakeholder management

Supply chain

Customer service

Order management

Education

MBA/Graduate

Engineering preferred

Job description

Manager- Customer Service & Order Management 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: This position is required to strengthen Supply Chain operations across Customer Service & Order Processing, Demand & Supply Planning, Project Management, and Digital/AI-led transformation , with a focus on improving customer experience, operational efficiency, and supply chain performance. The increasing scale and complexity of the business require stronger end-to-end ownership of customer order execution, demand-supply alignment, inventory optimization, and cross-functional supply chain initiatives. There is also a growing need to accelerate digital transformation through AI, RPA, analytics, and workflow automation to improve productivity and enable a more proactive, exception-based operating model.

Position Summary

MBA/Graduate, Preferable Engineering with 5-7 years work experience This is a key managerial position responsible for driving critical supply chain KPIs including OF CAS, inventory & DOS, E&O, OTIF/LIFR, LOTC, backlog visibility, forecast accuracy, and productivity , while ensuring strong customer experience. The role will manage and influence multiple stakeholders across Sales & Commercial, Product Management, Procurement, Factories, Warehouse, Customer Service, Finance, Regulatory/Compliance and Digital/IT . The position will lead complex cross-functional projects and transformation initiatives , including process improvements, automation, AI/RPA deployment, and benefits realization. The psotion is justified by the breadth of end-to-end accountability, people leadership, complexity of stakeholder management, independent decision-making, and ownership of strategic supply chain transformation initiatives with measurable impact on customer service, inventory, productivity and business performance. This is a critical position combining operational leadership with transformation and project ownership across key Supply Chain processes. Experience Level Senior Level