Customer Service Specialist I

JOB DESCRIPTION

Work Schedule

Environmental Conditions

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 complex 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.

About the Global Commercial Operations Center

At Thermo Fisher Scientific, we are committed to being a company that creates innovative solutions across the range of our customers’ needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Global Commercial Operations organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is important to our success.

The Bangalore Global Commercial Operations Center operates across three shifts, supporting critical back-office activities for the Global Commercial Operations organization. Together, these teams provide five-day-a-week operational coverage and play a pivotal role in helping us deliver on our commitments to quality, innovation, and customer support. This position is part of the third shift, supporting global business operations and ensuring continuity across multiple time zones.

What We Do

• Support the quote-to-cash process for parts, consumables, and time and material orders, including quote creation, parts order processing, and invoice creation. This also includes exception handling in the form of credit rebills, and invoice and parts order corrections as needed.
• Manage the end-to-end service call creation including pre-sales, pre-install, install accessory and main system, technical deviation authority calls, de-installs, refurbishments, and warranty activities.
• Support post installation entitlements, including standard warranty extensions as well as sold with system or additional warranty contract creation.
• Execute invoice and portal management to support start-to-end billing.
• Maintain master data through Install Base requests and data cleanup and validation, ensuring accuracy, compliance, and timely updates across systems.
• Serve as a central coordination point for service inquiries for Point-of-Sale orders, Certificate of Acceptance and Warranty Commencement Report processing, online registration support, end of service letter support, and evaluation/loan contract creation.
• Provide enhanced sales support, including CRM changes, CRM approval submissions, obtain Non-standard request approvals, and free of charge support.
• Contribute to continuous improvement, including documentation, training, system testing, and participation in PPI initiatives.

Experience and skills required (Keys to success):

• Demonstrates a strong understanding of the customer service environment, including quote-to-order and order-to-cash processes, with the ability to manage assigned tasks and customer requests within established guidelines.
• Primary owner of high complexity but defined work under supervision, including non-standard call creation, invoice corrections, parts order exceptions, and compliance monitoring.
• Applies sound judgment and critical thinking skills to identify customer, operational, or revenue-related concerns, escalates only the highest-risk, ambiguous, revenue-sensitive, or strategic items to appropriate team members as needed.
• Maintains a quality-first mindset with diligence, accuracy, and follow-through in routine and complex work.
• Demonstrate an elevated level of integrity, accountability, and professionalism while supporting department and individual performance goals.
• Manages daily and complex tasks, cases, and customer requests in a timely and accurate manner, ensuring customers receive responsive and reliable support.
• Prioritizes assigned work effectively, balances multiple activities, and remains composed when working under time-sensitive conditions.
• Communicates efficiently and effectively, and in a timely manner with customers, team members, and internal stakeholders.
• Builds solid working relationships with team members, customers, and cross-functional partners, contributing to a collaborative and supportive team environment.
• Effectively supports workflow handoffs between the team and regional teams by ensuring information is complete, accurate, and shared in a timely manner.
• Demonstrates flexibility in work schedules, responsibilities, and assigned duties to support changing business needs.

Job requirements

• 4.5-7 years of equivalent business experience in customer service, order entry, order management and fulfillment. Bachelor’s degree preferred.
• Quote-to-order and order-to-cash experience required.
• Advanced written and verbal English communication skills, including the ability to interpret and respond accurately to routine customer and internal communications.
• Advanced organizational and time-management skills, with the ability to manage multiple assigned tasks, prioritize work, and meet established deadlines.
• Strong mindfulness and accuracy, with the ability to follow documented processes and maintain quality standards.
• Customer-oriented mindset with the ability to support customer needs professionally and escalate complex or non-standard requests when appropriate.
• Proven ability to meet or exceed performance metrics and service level expectations while delivering consistent customer support.
• Effective people skills with a collaborative working style and the ability to work well as part of a team, including coaching lower band positions.
• Ability to work independently on assigned responsibilities while knowing when to seek guidance or escalate issues.
• Demonstrated flexibility in supporting assigned duties, schedules, and changing business priorities.
• Proficient with ERP systems, CRM tools, and Microsoft Office applications including Outlook, Excel, Word, and PowerPoint.