Team Leader, Customer Service

Work Schedule

Environmental Conditions

Job Description

Job Description

About Thermo Fisher Scientific

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, increasing efficiency 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 www.thermofisher.com.

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 important to enabling an outstanding customer experience. Our Customer Support Center organization is instrumental in these efforts and their magnificent alignment across geographies and commercial functions is crucial 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 three shifts working over a 24-hour window/day, together processing over 60,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and give to the success of our business in India and across the world.

Job Title: Team Lead Customer Service

Reports To: Supervisor, Customer Service

Location: Bangalore

Roles & Responsibilities

• Understand the Customer Care Business and Identify relevant KPI’s and drive the critical metrics 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 sophisticated environment
• Handle customer service issues either through direct personal action or refer to the accurate individual/department             
• Proactively identify, define and solve the most sophisticated 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.
• Coordinate annual reviews and performance improvement plans.
• Leads projects within the team to achieve achievements 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
• Consistent track record to lead cross-functional teams through influence versus direct management; excellent skills
• Ensure adherence to procedures, policies, and systems.
• Accept change. Motivate change in the team with a positive approach.
• Maintain and promote social, ethical and interpersonal norms in conducting all affairs. Ability to think and act efficiently, acting for the greater good of the organization. Accept and demonstrates the diversity of culture and thought
• Authentic, open and leads by example, holding self and others accountable. Encourage's motivates and collaborates Cross functional teams.

Experience/ Skills Required

• Any graduate with a consistent track record. as a leader in your previous role
• 5 years of’ Hands-on experience in Order Management.
• Must have led a team for at least 1-2 years.
• Experience in Quality management is desired.
• Experience working in SAP or Salesforce will be an advantage.
• Display excellent verbal and written communication and interpersonal skills.
• Highly diligent and organized with excellent analytic and problem-solving abilities
• Able to multi-task, prioritize and lead time efficiently
• Ability to work under critical situation
• Customer-orientated and ability to adapt/respond to different types of tasks
• Should be flexible to work in any shift
• As a Customer Service Representative-Order Management you must represent our company by being responsible, punctual and motivated to achieve beyond.
• Requires strong digital literacy, including Microsoft office
• Overall experience 7-9 yrs