Senior Manager, Customer Service

Role Overview: Thermo Fisher Scientific Inc. is seeking a Senior Manager to provide leadership to the Customer Care Team Leaders at the Bangalore Customer Support Center. The role involves handling customer care issues, coordinating resources for problem resolution, and managing order management processes in a fast-paced inbound customer support center environment. Key Responsibilities: - Coach and lead a team of Managers, Supervisors, Team Leaders, and Customer Care Representatives. - Establish and implement performance standards for Customer Care through tier meetings and key performance indicators. - Build and maintain relationships with peers, subordinates, senior leadership, and customers. - Evaluate and implement changes to business processes and workflow to enhance productivity and effectiveness. - Lead and participate in cross-divisional projects such as Order Management Improvement Initiatives. - Communicate changes in processes, policies, and procedures effectively throughout the organization. - Collaborate with Customer Care, Sales, and Supply Chain teams to ensure timely and accurate order processing. - Develop leadership skills in a Customer Care setting and provide support to multiple geographic sites. - Create and execute customer engagement plans using various communication platforms. - Demonstrate a track record of achieving business goals and implementing business continuity and emergency plans. Qualifications Required: - Bachelor's Degree - 14+ years of successful Customer Care experience with a minimum of 10 years in team management - Willingness to work night shifts for the North America region and flexibility to support APJ, EMEA businesses - Analytical mindset to identify process gaps and recommend improvements - Strong knowledge of Customer Care order entry, Quality, SCM, and Workforce Management systems such as Oracle, Avaya, and Sales Force - Proficiency in Microsoft Office applications including Visio, Excel, and PowerPoint Note: Thermo Fisher Scientific is a global leader in serving science, with a mission to make the world healthier, cleaner, and safer. The company's Customer Support Center in Bangalore plays a crucial role in supporting order management processes for multiple regions, contributing to the success of the business worldwide. Thermo Fisher Scientific is an Equal Employment Opportunity employer dedicated to creating innovative solutions and delivering exceptional customer experiences.,