Customer Service Specialist - Order Management

Thermo Fisher Scientific India Pvt Ltd; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Thermo Fisher Scientific India Pvt Ltd in Bengaluru operates a large Customer Support Center focused on order management and customer service. The team handles high-volume order processing with several shifts across a 22-hour window each day, supporting North America, EMEA & APJ regions.

As a Customer Service Specialist I, you will deliver accurate order processing, quotations, and master data maintenance, collaborating with cross-functional teams while maintaining the highest standards of

Qualifications

• Bachelor's degree or equivalent.
• Experience in order management and customer support.
• Strong verbal and written communication skills.
• Ability to multi-task and manage time effectively.
• Detail-oriented with analytical problem-solving abilities.

Responsibilities

• Be a subject matter expert for order processing across regions using Oracle JD Edwards, SAP, and other applications.
• Work independently with guidance only on complex issues.
• Adhere to processes and SLAs with accuracy in transactions affecting finances.
• Solve complex problems and share ideas to improve processes.
• Maintain daily turnaround times for orders and achieve set metrics/SLA targets.
• Collaborate with Team Leader to ensure high-quality customer service delivery.
• Build collaborative internal and external relationships to prevent repeated mistakes.
• Audit and handle customer complaints, offering appropriate solutions and alternatives.

Skills

Order management

Customer service

Communication skills

Multitasking

Problem solving

Education

Bachelor's degree (Arts/Science/Commerce) or equivalent

Tools

Oracle JD Edwards

SAP

Microsoft Office

Job description

Customer Service Specialist I

Work Schedule Standard (Mon-Fri) Environmental Conditions Office

About Thermo Fisher

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com . 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.

About Customer Support Center

At Thermo Fisher Scientific, we are committed to being a Product Leadership company that creates innovative solutions across the spectrum of our customers' needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Customer Support organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is essential to our success. The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back-office jobs with four shifts working over a 22-hour window/day, together processing over 102,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and contribute to the success of our business in India and across the world.

Roles & Responsibilities

• Be a subject matter expert for the wider range of platforms and perform high end order processing tasks which requires in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP and other applications used by the function.
• Works independently, with guidance in only the most complex situations.
• Ensures adherence to all internal / external processes with no slippage on transactions taken up for financial impacting processes/actions.
• Solves complex problems, takes new perspectives using existing solutions, be an active participant of the process calls, share ideas with teams/partners to improve processes.
• Adhere to daily turnaround time for orders as per set TAT guidelines and ensures that performance metrics/SLAs are met.
• Work with Team Leader/Supervisor to ensure proper customer service is being delivered.
• Build collaborative relationships both internally and externally to ensure that mistakes are not repeated by team members.
• Audit and handle customer complaints, provide appropriate solutions and alternatives to proactively resolve complaints.
• Build sustainable relationships of trust through an open and interactive communication.
• Ensures adherence to organizational procedures, policies, and systems.

Other Requirements

• Preferably Bachelor's degree (Arts, Science, Commerce, Business Administrations) 4.5-7 years
• Hands on experience on Order Management
• Proven customer support experience or experience as a client service representative
• Display excellent verbal and written communication and interpersonal skills.
• Customer oriented and ability to adapt/respond to different types of tasks
• Highly detail-oriented and organized with excellent analytic and problem-solving abilities
• Requires strong computer skills, including Microsoft office
• Able to multi-task, prioritize and manage time effectively
• Ability to work under pressure
• Flexible to work in Night Shifts

As a Customer Service Representative-Order Management you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission - enabling our customers to make the world healthier, cleaner and safer.

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.

Experience Level Mid Level