Sr. Customer Service Representative

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 accelerating life sciences research, solving sophisticated analytical challenges, or improving patient health through diagnostics, we are here to support them. With more than 100,000 colleagues worldwide, we provide innovative technologies, purchasing convenience, and pharmaceutical services under industry-leading brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. For more information, visit

About Customer Support Center: At Thermo Fisher Scientific, we are committed to product leadership and building innovative solutions to meet our customers' needs. Our customer service and support are integral to providing an exceptional customer experience. The Customer Support Center plays a pivotal role in supporting this vision, with teams in Bangalore servicing the North America, EMEA, and APJ regions. Our team works across three shifts, processing over 60,000 requests each month, ensuring operational excellence and contributing to the success of our business worldwide.

Position: Sr. Customer Service Representative
**Experience: 3 to 5 years

Location: Bangalore

Band: 3**
Position Summary: As a Sr. Customer Service Representative, you will report directly to the Customer Service Supervisor and take ownership of day-to-day order fulfillment tasks, ensuring excellent service delivery to customers and channel partners. We seek a professional who is accountable, customer-centric, and enjoys working in a fast-paced, team-oriented environment.

Scope Of Responsibilities

• Act as the primary contact for customers, channel partners, and team members through phone, email, and meetings.
• Proactively communicate order changes, delays, and offer alternative solutions, similar to an account manager role.
• Respond efficiently to customer inquiries on quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and documentation (e.g., proof of delivery).
• Collaborate closely with Sales, Supply Chain, and Global Factories to meet customer expectations.
• Partner with Finance on accounts receivables and payables as required.
• Handle the Order to Cash process, including order creation, purchase order processing, payment & LC handling, shipping documentation, and logistics coordination.
• Meet key performance indicators and service level agreements (SLAs) to ensure operational excellence.
• Participate in process improvement initiatives and maintain compliance with corporate guidelines.
• Handle cross-border, cross-time zone, and cross-cultural interactions with global customers.
• Perform additional duties and projects as assigned.
• Ability to work under pressure.
• Flexible to work in Night Shift.

Dependability
Customer Service Competency Model:

• Reliable: Enforce to work policies and PTO schedules.
• Consistent: Maintain standard service levels and efficiency over extended periods.
• Contributes to Departmental Success: Follow processes and meet call center metrics.

Interpersonal Skills

• Maintains Confidentiality: Avoid speculation and rumors.
• Respectful: Exhibit professional behavior.
• Appropriate Tone: Use a friendly voice and handle emotions well.
• Communication Skills: Communicate expertly and courteously.
• Listening Skills: Actively listen, acknowledge customer statements, and take notes.

Job Knowledge

• Product & Service Knowledge: Understand Thermo Fisher's offerings and organization.
• Procedures and Processes: Stay aware of SOPs and ask questions when vital.
• Digital Literacy: Navigate basic software and systems.
• Analytical Skills: Perform pricing calculations and unit conversions.

Team Work

• Establishes Relationships: Interact positively with colleagues and customers.
• Partners with Others: Collaborate effectively with others to complete tasks.

Problem Solving / Decision Making

• Resolves Customer Problems: Address issues appropriately and engage support when needed.
• Seeks Agreement: Ensure customer satisfaction and know when exceptions are vital.
• Resourceful: Use manuals, processes, and applications to resolve issues.
• Conflict Resolution: Identify and resolve conflicts.

Personal Development

• Learning & Improvement: Seek feedback and continuously improve performance.
• Applies New Concepts: Demonstrate understanding and apply takeaways.
• Uses Feedback: Accept and apply constructive feedback.

Customer Allegiance

• Maintains Customer Focus: Prioritize real-time customer interactions
• Follow-Up & Responsiveness: Set follow-up expectations and meet commitments.

Thermo Fisher Scientific Values

• Integrity: Honor commitments and uphold high ethical standards.
• Intensity: Deliver results with quality and determination.
• Innovation: Bring value through differentiated products and services.

Involvement: Work as one distributed team, adopting diversity and mutual respect.