Job Title : Supervisor, Customer Service
About Company :
Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of more than $30 billion and approximately 80,000 employees globally.
Our Mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity.
Through our premier brands Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.
About the team
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 Global Customer Care organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions are essential to our success.
The Bangalore Customer Support Center capability is a well-established Team, which supports North America, EMEA, Australasia, Singapore, Korea and Taiwan Order Management and other critical back-office jobs with three shifts working over a 24-hour window / day, together processing over 75,000 orders 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.
Purpose of the role
As a Supervisor, you will provide direct floor and personnel leadership to Customer Care Team Leaders. This is a leadership position in a fast-paced inbound customer support center.
You will handle escalated customer care issues either through direct personal action or referral to the proper individual / department.
Coordinate site resources for the resolution of system-related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues.
This responsibility includes leveraging both on and off-site resources as necessary. You will also partner on the development of departmental guidelines and training material and lead implementation as necessary.
Be a strong back-up of the manager evaluating and deciding deployment of work, work schedules and people management.
Providing on the job guidance, motivation and coaching to CCR’s and Team leads and Leading by example.
Establishing trust and maintaining relationships with peers, subordinates and leadership.
Partner & Coordinate with various departments to fulfill processing requirements for better Customer Experience.
Support production leads for interpretation of process methods following set standards.
Develop monthly reports, audit performance and improvement opportunities with proper examination.
Work on team skill matrix, identify and own career progression for team’s growth and development.
Anticipate problems or needed process improvements and generate ideas followed up with a bias for action and results.
Evaluate situations that impact operations and decide the level of support and response required.
Integrating existing team workflows, guiding and supporting global customer support, creating and documenting new work processes.
Interviewing effectively, to evaluate and make recommendations to management on potential hires.
Quality objectives :
Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers.
Embrace Practical Process Improvement (PPI) and involve in team-driven actions to help improvements. Act independently to determine methods and procedures
9+ years of successful Customer Care experience with a minimum of 3-4 years in team management experience
Experience dealing with all traditional order processing
Strong knowledge of Customer Care order entry, Quality, SCM and Workforce Management systems like Oracle, Avaya, Sales Force and other platforms
Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel and Power-Point.
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.