About Global Customer Care
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 is essential to our success.
The Bangalore Global Customer Care capability is a well-established Team, which supports the North America, EMEA, Australasia, Singapore, Korea and Taiwan Order Management and other critical back office jobs with three shifts working over a 22 hour window / day, together processing over 35,000 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.
Roles & Responsibilities
Perform high end order processing tasks which requires in-depth knowledge and experience for assigned regions using Oracle JD Edwards, SAP, Siebel and other applications used by the function
Ensures adherence to all internal / external processes with no slippage on transactions taken up for financial impacting processes / actions
Solves complex problems, takes new perspectives using existing solutions, be an active participant of the process calls, share ideas with teams / partners to improve processes
Works independently and requires minimal guidance and acts as a resource for colleagues with less experience
Effectively collaborate across the team to ensure that mistakes are not repeated by team members
Engage in activities to provide an enhanced customer experience
Ensures adherence to organizational procedures, policies, and systems.
Ensures that performance metrics / SLAs are met
Adhere to daily turnaround time for orders as per set TAT guidelines
Proactively escalates issues that can potentially hamper the business processes
Contribute to team effort by accomplishing related results as needed
As a Customer Service Representative-Order Management you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty
Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations)
3+ years Hands on experience on Order Management
Requires strong computer skills, including Microsoft office
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 under pressure
Customer orientated and ability to adapt / respond to different types of tasks
Flexible to work in Night Shift