Job Description

: How Will You Make an Impact? Our mission is to enable our customers to make the world healthier, cleaner and safer. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability : How Will You Make an Impact Our mission is to enable our customers to make the world healthier, cleaner and safer. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve the people globally by enabling our customers to make the world healthier, cleaner and safer. If you share in our values and you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific. For more information, please visit om What will you do In Thermo Fisher, customers are at the center of everything we do. In this role, you will provide on-site leadership and direction to a team of Customer Service Representatives (CSRs) providing excellent support and service to our customers and channel partners. You will also be responsible for the productivity and quality of service provided by our CARE team, with sharp focus on customer satisfaction as keys to business growth and improving key deliverables including but not limited to order accuracy, on-time fulfillment, customer allegiance, employee involvement and gaining efficiencies through continuous improvement and sharing best practices. You are always professional, and capable of thriving under pressure, in a fast-paced team environment. At all times, you place our Customers First. Connect with customers and build rapport to have a thorough understanding of needs, expectations and requirements in order to help our customers achieve their goals and meet our service level agreements. Quote to Cash process - processes quotations, orders, returns, replacements, debits and credits accurately and timely. Respond effectively and efficiently to customer inquiries within service level agreement ranging from orders, product availability, pricing, shipping, billing (invoices, debits and credits), documentation (proof of delivery, terms of contracts etc.), marketing promotions and sample requests. Review all open sales orders and backlog, follows up with relevant supply site contacts to ensure on-time shipments. Informs customers of product delinquency and proposed recovery dates. Handle escalated customer issues. Resolve problems through root-case-analysis of situations and experience to determine best use of approach and resources. Manage customer feedback and complaints, log the complaint data in system and follow through to ensure complete closure within 24 hours. Support and apply Practical Process Improvement (PPI) methodologies for continuous improvement initiatives and lead team in pursuit of excellence. Identify process gaps and issues, recommend process improvements and system enhancements for enhanced efficiency and productivity. Hiring, developing, and motivating a strong customer service team. Identify key contributors, top performers and develop talent. Plan, prioritize and direct workflow and project assignment across team. Foster teamwork and cultivate a safe environment which encourages and establishes trust in the team. Guide, direct and monitor efficiency and productivity to ensure that service standards and key performance indexes (KPIs) are met. Conduct team huddles, 1:1 meetings and performance reviews with direct reports. Any other administrative tasks or work/projects as deemed appropriate by the Manager. Make joint visits with sales or marketing team where necessary to solicit feedback and grow business relationships with our customers. Ensure compliant adherence to Thermo Fisher Scientific protocols, policies and code of conduct. Maintain an accurate record of documentation for audit purposes. This job might be for you, if: Diploma or bachelor's degree in Life Sciences or Business, with at least 4-5 years of Customer Care or related customer-facing roles, preferably with at least 1 year of supervisory leadership experiences. You enjoy solving problems. You are resilient, and love taking on difficult challenges and continuously finding better ways to resolve it. You don't get flustered easily. If you don't know the answer, you will not stop until you find it. You have a proven track record of continuous process improvement. You like helping people - customers and colleagues. You get a kick out of getting people to those a-ha! Moments and you smile with a sense of achievement. You are patient, level-headed, and maintain composure with professionalism under pressure. Change is not a scary word to you. You thrive in organizations that constantly adapt and evolve. You think on your feet. You love changes. You like learning new things and can learn quickly. When things change, you know how to roll with the punches and be a change agent who infects the team with your positive energy. You are motivated and driven. You are not afraid to reach for greater heights of achievements, and volunteer for new challenges without waiting to be asked. You will take ownership of your career development through the time you spend with us and truly make a difference. You communicate clearly. You write well and speak eloquently. You are able to articulate just about anything to anyone, with tact and diplomacy. Added advantage: . Oracle Enterprise One (E1) and/or SAP. . Supply Chain, Logistics or International Trade (including import/export, letter of credit, etc.) Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.