Customer Service Specialist - Order Management

Customer Service Specialist I Work Schedule Standard (Mon-Fri) Environmental Conditions Office 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 sophisticated analytical challenges, growing 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 builds innovative solutions across the spectrum of our customers’ needs. Our customer service and support are critical to enabling an outstanding customer experience. Our Customer Support Center organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is important 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 chip in to the success of our business in India and across the world. Job Title: Customer Service Specialist I Reports To: Team Leader, Customer Service, Location: Bangalore Roles & Responsibilities Is recognized as an expert in multiple area within the organization which requires specialized in-depth expertise. Provide floor support to all CCR Works independently, with guidance in only the most sophisticated situations Ensures adherence to all internal / external processes with no slippage on transactions taken up for financial impacting processes/actions. Solves complex problems, takes new points of view using existing solutions, be an active participant of the process calls, share ideas with teams/partners to improve processes. Adhere to daily turnaround time for orders as per set TAT guidelines and ensures that performance metrics/SLAs are met Work with Team Leader to ensure proper customer service is being delivered Build collaborative relationships both internally and externally to ensure that mistakes are not repeated by team members Audit and handle customer complaints, provide appropriate solutions and alternatives to proactively resolve complaints. Build balanced relationships of trust through an open and interactive communication Ensures adherence to interpersonal procedures, policies, and systems. As a Customer Service Specialist-Order Management you must represent our company well by being responsible, punctual and motivated to go further Other Requirements Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations) 4.5- 7 years Hands on experience on Order Management Proven customer support experience or experience as a client service representative Display excellent verbal and written communication and interpersonal skills. Customer orientated and ability to adapt/respond to different types of tasks Highly detail-oriented and organized with excellent analytic and problem-solving abilities Requires strong digital literacy, including Microsoft office Able to multi-task, prioritize and manage time effectively Ability to work under pressure Flexible to work in Night Shift Experience Level Senior Level