Supervisor, Customer Service

Job Title: Supervisor, Customer Service (NA)

Reports To: Manager

Career Track / Band: Management 6

Department: Customer Support Center

Location: Bangalore , IN (on-site)

About Thermo Fisher Scientific:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion . Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Watch as our colleagues explain 5 reasons to work with us . Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or augmenting efficiency in their laboratories, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an unrivaled 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 and Patheon. We share a common set of values - Integrity, Intensity, Innovation, and Involvement - working together to accelerate research, solve sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued!

How will you make an impact?

Our Customer Service Supervisor leads all aspects of our Customer Care Colleagues (CSRs) who deal with customers via phone, email, or chat. The colleagues respond to a variety customer service requests from quotations, order placement to delivery as well as possible specialty functions such as claims, deductions, processing returned goods, customer concerns, etc. The Supervisor trains, coaches, mentors, and develops employees on how to deliver the best customer experience possible and align with the Company goals and objectives .

Key Responsibilities:

• Guides and leads a large team of CSR s towards achieving operational goals such as accurate order entry, timely response to requests, effective telephone metrics, achieving quote request service levels while meeting quality standards.

• Evaluate appropriate staffing v/s business volume and explore opportunities to create capacity .

• Ensure all work is accurately distributed and prioritized with an even workload across team(s).

• Act with Integrity and lead by example providing on the job guidance, motivation and coaching to Team leads, help drive their metrics to meet the organizational goals.

• Maintains a strong understanding of company s brands, systems, processes, and procedures by providing daily support and guidance to colleagues.

• Holds regular coaching, goal setting, and performance meetings with the CSR s, to continually improve the services and nurtures an environment where the staff can excel through support and empowerment.

• Actively supports company s drive for continuous improvement and is involved in innovative solutions that increase customer allegiance and profitability.

• Contacts customers on critical issues to achieve full resolution for the customer.

• Champions positive, professional, and productive relationships with members of other departments to improve customer satisfaction.

• Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers.

• Supports the manager & plans/engages in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the ordering process, improve alignment with customer service.

• Assists manager/leads in the development and implementation of best practice processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.

• Embrace PPI and involve in team driven actions to help improvements. Act independently to resolve methods and procedures.

• Any other tasks as assigned from time to time.

Education, skills, and experience:

• Bachelors Degree

• 6-8 years of successful Customer Care experience and proven informal leadership opportunities.

• Proven record to lead, mentor and empower a team to optimal performance.

• Strong customer orientation with proven effective interpersonal, listening, and communication skills that relate well with customers, employees, peers, and management.

• Superior judgment and decision-making skills with strong analytical and organizational skills to be able to evaluate information, procedures, understand and act on customer requests, and respond effectively to issues in a timely manner in a fast-paced environment .

• Computer business knowledge with understanding of customer service software, databases, and tools .

• Focused on continuous improvement while showing respect for individuals.

• Bilingualism (French/English/Spanish) good to have.

• Night shift required.