Supervisor, Customer Service

3 weeks ago

Bengaluru, Karnataka, India myGwork Full time

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. is the world leader in serving science, with an 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 advancing life sciences research, solving complex analytical challenges, improving laboratory efficiency, enhancing patient health through diagnostics, or developing life-changing therapies, we are here to support them. Our diverse team of more than 100,000 employees delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through 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 the Customer Support Center
At Thermo Fisher Scientific, we are committed to being a Product Leadership company that creates innovative solutions to meet the diverse needs of our customers. Exceptional customer service and support are crucial to providing an outstanding customer experience, and our Customer Support Center plays a key role in delivering this. The seamless alignment of our global teams and commercial functions is essential to our success.

The Bangalore Customer Support Center is an established team supporting Order Management and other critical back-office functions across North America, EMEA, and APJ regions. With three shifts operating over a 24-hour period, the team processes over 60,000 requests monthly, playing an integral role in upholding our promises of quality, innovation, and success for both India and global operations.

Job Title: Supervisor, Customer Service
Location: Bangalore
Band: 6
Work Experience: 10+ years
People Management: 3+ years (leading a team of 10+ members)

Position Summary:
At Thermo Fisher, we prioritize customer satisfaction. As the Supervisor of Customer Care, you will be pivotal in leading a team of Customer Care Representatives (CCRs) who service our channel partners and both internal and external commercial clients across Southeast Asia. Your leadership will be crucial in ensuring that the team delivers exceptional customer service, drives operational efficiency, and maintains the highest quality standards.

This role emphasizes mentoring, coaching, and ensuring team compliance with policies and procedures. Showcase your leadership and problem-solving abilities with a focus on improving metrics like order accuracy, timely fulfillment, and customer dedication.

Key Responsibilities:

  • Team Leadership:

    • Manage and inspire a hard-working team of Customer Care Representatives, ensuring the achievement of team goals and business objectives.

    • Provide mentorship and coaching, fostering an environment of trust, collaboration, and partnership.

    • Conduct regular team meetings and one-on-one sessions to ensure alignment with company goals.

    • Guide career development and conduct performance reviews for team members.

  • Operational Excellence:

    • Demonstrate strong expertise in Order Management processes such as quotation, order processing, fulfillment, and handling customer inquiries.

    • Understands and effectively demonstrates CARES behaviors. Meets or exceeds standards for Quality Call Monitoring.

    • Be responsible for daily order fulfillment, ensuring accuracy, timeliness, and compliance with procedures.

    • Perform root cause analysis to resolve customer issues and implement sustainable solutions.

    • Lead continuous improvement initiatives using Practical Process Improvement (PPI) methodologies to enhance productivity and efficiency.

  • Customer Satisfaction:

    • Act as the Customer Allegiance (CAS) focal point, ensuring positive customer experiences and fostering strong relationships with internal and external customers.

    • Support the sales and marketing teams by providing functional expertise and assisting with customer visits when needed.

    • Collaborate with cross-functional teams to align with business strategies and drive organic growth.

  • Compliance & Reporting:

    • Ensure adherence to company policies, service level agreements (SLAs), and ethical standards.

    • Regularly assess Key Performance Indicators and implement corrective actions to meet or exceed business objectives.

    • Maintain accurate documentation for audits and communicate customer experience initiatives internally.

  • Collaboration:

    • Work closely with cross-functional leaders to ensure seamless collaboration and alignment on business goals.

    • Participate in customer experience projects and initiatives that align with company objectives.

Qualifications & Skills:

  • Experience:

    • Minimum of 10 years in customer service, with at least 3 years in people management, leading teams of 10+ members.

    • Experience in Life Sciences or a related industry is preferred.

  • Education:

    • Bachelor's degree or equivalent experience with a focus on supply chain processes.

  • Technical Skills:

    • Proficiency in ERP systems (SAP, E1, or similar).

    • High digital literacy, including proficiency in Microsoft Office (Excel, PowerPoint, Word), CRM systems, Power BI.

  • Languages:

    • Excellent written and verbal communication skills.

  • Skills You'll Use Every Day:

    • Strong communication and social skills, with the ability to resolve conflicts and negotiate with various customers.

    • Strong analytical and problem-solving skills, particularly in addressing customer needs and optimizing processes.

    • Proven track record to drive team performance, prioritize multiple tasks, and take ownership of results.

  • Leadership:

    • Ability to inspire, empower, and develop hard-working teams.

    • Foster a positive, inclusive work culture that encourages feedback, collaboration, and professional growth.

    • Demonstrated ability to think creatively and in an unexpected way.

    • Meticulous attention to detail with the ability to maintain focus on key priorities.

    • Flexibility to work in different shifts as required.

    • Lead projects within the team, ensuring compliance with agreed procedures and contributing to the achievement of quality goals.

Competency Model:

  • Dependability & Consistency:

    • Ensure high service levels and availability to meet customer needs.

  • Customer-Centric Approach:

    • Focus on customer satisfaction and actively seek ways to improve processes and service delivery.

  • Collaboration & Teamwork:

    • Build strong partnerships across teams to achieve organizational goals.

  • Growth & Innovation:

    • Demonstrate intellectual curiosity and champion continuous improvement initiatives.

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