Customer Service Team Leader

Team Leader

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

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 critical to enabling an exceptional customer experience. Our Customer Support organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is essential 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 four shifts working over a 22-hour window/day, together processing over 102,000 requests 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

DESCRIPTION:
At Thermo Fisher Scientific, we are seeking an experienced Team Leader to foster excellence in our Customer Service department. As a valued member of our leadership team, you will support a collaborative team delivering exceptional customer support across order management, quotations, and administration. This role offers professional development opportunities in a dynamic, service-focused environment. You'll maintain high standards of customer service while building loyalty, enhancing business performance, and supporting our mission to enable customers to make the world healthier, cleaner, and safer.

The Team Leader will oversee daily operations, facilitate resolution of complex customer needs, and collaborate cross-functionally with Finance, Logistics, Sales, Marketing and other departments. You'll implement strategic initiatives to enhance customer experience, monitor key performance metrics, and develop team members through effective coaching and mentoring. The role requires a proactive approach to process improvement and strong analytical capabilities to make data-based decisions.

Roles & Responsibilities

· Understand the Customer Care Business and Identify relevant KPI’s and drive the KPIs 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 complex environment

· Handle escalated customer service issues either through direct personal action or refer to the proper individual/department

· Proactively identify, define and solve the most complex 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.

· Administer annual reviews and performance improvement plans.

· Leads projects within the team to achieve milestones 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

· Proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills

· Embrace change. Drive change in the team with a positive approach.

· Maintain and promote social, ethical and organizational norms in conducting all affairs. Ability to think and act effectively, acting for the greater good of the organization. Embraces and leverages the diversity of culture and thought

· Authentic, transparent and leads by example, holding self and others accountable. Inspires motivates and collaborates with others

Experience/ Skills Required

· Any graduate with a minimum of 8 years of experience.

· 5 years of’ Hands-on experience in Order Management.

· Must have managed a team for at least 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 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

· Should be Flexible to work in Shifts.

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com. 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.

Experience Level

Senior Level