Supervisor, Customer Service

About Thermo Fisher Scientific

About the Customer Support Center

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

Position Summary

This role emphasizes mentoring, coaching, and ensuring team compliance with policies and procedures. By leveraging your leadership and problem-solving skills, you will focus on improving key metrics such as order accuracy, on-time fulfillment, and customer loyalty.

Key Responsibilities

• Team Leadership

  :
• Manage and inspire a high-performing 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 teamwork.
• 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.
• Oversee 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 stakeholders.
• 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 (KPIs) 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

  :
• Bachelors degree or equivalent experience with a focus on supply chain processes.

• Technical Skills

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• Proficiency in ERP systems (SAP, E1, or similar).
• High digital literacy, including proficiency in Microsoft Office (Excel, PowerPoint, Word), CRM systems, Power BI, CX platforms, and softphone systems.

• Languages

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• Excellent written and verbal communication skills.

• Core Competencies

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• Strong communication and interpersonal skills, with the ability to resolve conflicts and negotiate with various stakeholders.
• Strong analytical and problem-solving skills, particularly in addressing customer needs and optimizing processes.
• Proven ability to drive team performance, prioritize multiple tasks, and take ownership of results.

• Leadership

  :
• Ability to inspire, motivate, and develop high-performing teams.
• Foster a positive, inclusive work culture that encourages feedback, collaboration, and professional growth.
• Demonstrated ability to think creatively and outside the box.
• 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.

Preferred candidate profile