Team Leader, Customer Service

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description About Thermo Fisher Thermo Fisher Scientific Inc. is the world leader in serving science, with 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 accelerating life sciences research, solving complex analytical challenges, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit . As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. About Customer Support Center At Thermo Fisher Scientific, we are committed to being a Product Leadership company that creates innovative solutions across the spectrum of our customers’ needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Customer Support organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is essential to our success. The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back-office jobs with four shifts working over a 22-hour window/day, together processing over 102,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and contribute to the success of our business in India and across the world. Roles & Responsibilities Understand the Customer Care Business and Identify relevant KPI’s and drive the KPIs efficiently. Customer-centric and keenly aware of markets, trends, and competitors. Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment Handle escalated customer service issues either through direct personal action or refer to the proper individual/department Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend & develops process or service improvement plans and recommend to Customer Service Manager. Administer annual reviews and performance improvement plans. Leads projects within the team to achieve milestones and objectives. Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives. Strong analytical skills and ability to work in an unstructured and evolving environment Proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills Embrace change. Drive change in the team with a positive approach. Maintain and promote social, ethical and organizational norms in conducting all affairs. Ability to think and act effectively, acting for the greater good of the organization. Embraces and leverages the diversity of culture and thought Authentic, transparent and leads by example, holding self and others accountable. Inspires motivates and collaborates with others Other Requirements Any graduate with a minimum of 8 years of experience. 5 years of’ Hands-on experience in Order Management. Must have managed a team for at least 2+ years. Experience in Quality management is desired. Experience working in SAP or Salesforce will be an advantage. Advanced proficiency with Microsoft Office suite (Excel, PowerPoint, Outlook) Ability to adapt in a dynamic environment and manage multiple priorities Strong organizational and time management capabilities Experience in implementing process improvements and standardization Collaborative mindset with ability to support others and create a positive work environment Display excellent verbal and written communication and interpersonal skills. Highly detail-oriented and organized with excellent analytic and problem-solving abilities Able to multi-task, prioritize and manage time effectively Ability to work cross-functionally and build strong stakeholder relationships Ability to work under pressure Customer-centric mindset and ability to adapt/respond to different types of tasks Should be Flexible to work in Night Shift. Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll contribute to our mission to make the world healthier, cleaner, and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances. At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today . Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.