Supervisor, Customer Service

Work Schedule

Environmental Conditions

Job Description

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.

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.

Purpose of the role

As a Supervisor, you will provide direct floor and personnel leadership to Customer Care Teams. This is a leadership position in a fast-paced inbound customer support center. You will handle escalated customer care issues either through direct personal action or referral to the proper individual/department. 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. This responsibility includes leveraging both on and off-site resources as necessary. You will also partner on the development of departmental guidelines and training material and lead implementation as necessary.

Responsibilities:

• Build strong relationships and maintain effective communication with internal stakeholders, global peer groups, and customers to enhance the overall customer experience.
• Conduct regular stakeholder meetings to review operational metrics, process performance, and business stability.
• Analyze staffing requirements against business volumes and identify opportunities to optimize operational efficiency.
• Lead and support Teams through coaching, guidance, and performance management to ensure alignment with organizational goals and KPIs.
• Monitor team productivity and provide constructive feedback to improve employee performance and engagement.
• Partner with management to support employee development, annual reviews, recognition, and disciplinary processes.
• Coordinate daily workload activities with cross-functional teams to ensure smooth operational flow and timely order processing.
• Assess operational issues, determine escalation requirements, and ensure timely resolution.
• Investigate customer complaints, identify root causes, and collaborate with relevant departments to implement corrective actions.
• Deliver training and coaching for Customer Care Representatives (CCRs) in accordance with company policies and service standards.
• Support initiatives aimed at improving customer experience, service alignment, and operational processes.
• Establish performance standards and goals for CCRs to support customer care excellence and retention objectives.
• Assist in recruitment and hiring activities to meet Customer Care team requirements.
• Contribute to the implementation of best practices to improve efficiency, reduce costs, and enhance customer satisfaction.
• Develop training programs and personal development plans to support employee growth and service excellence.
• Prepare and maintain timely operational and customer care reports for leadership review.
• Perform additional duties and special projects as assigned.
• Embrace PPI and involve in team driven actions to help improvements. Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers

Other Requirements

• Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations)
• 10+ years of successful Customer Care experience and demonstrated informal leadership opportunities.
• Experience dealing with all traditional order processing
• Strong communication, stakeholder and people management skills.
• Customer-focused mindset with continuous improvement orientation.
• Strong knowledge of Customer Care Order Entry, Quality and Workforce Management systems. Oracle, SAP, Salesforce, Genesys and other platforms
• Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel, Macros and Power-Point.
• Flexible to work in Shifts.

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.

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. Apply today http://jobs.thermofisher.com. 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.