Customer Service Representative II

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 productivity 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

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. 

Roles & Responsibilities

• Perform high end order processing tasks for assigned regions using Oracle JD Edwards, SAP and other applications used by the function
• Engage in activities to provide an enhanced customer experience
• Ensure 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
• Ensure adherence to all internal / external processes defined 
• Proactively escalates issues that can potentially hamper the business processes
• Solves a range of straightforward problems and analyzes possible solutions using standard procedures
• Contribute to team effort by accomplishing related results as needed

Other Requirements

• Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations)
• 1.5-3years’ 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 shifts

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

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.

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.