Customer Service Manager (Order Fulfillment)

at  Thermo Fisher Scientific

HOW WILL YOU MAKE AN IMPACT?

We are seeking an experienced and results-driven Customer Service Manager to lead our customer service team; managing day-to-day operations to ensure service standard is maintaining. The Customer Service Manager ensures excellent service for both internal and external customers by implementing strategies to improve customer experience.
The successful candidate is expected to work closely with commercial sales leaders and other global and regional functional teams. These include working with commercial teams to manage open orders and ensuring revenues are fulfilled timely, implementation of strategy, continuously seeking innovative solutions to improve customer experience, initiate process improvement, and system enhancements to promote operational efficiency.
Subject Expert : Be the subject expert in Customer Service and a business partner to all stakeholders – Customer, Commercial, Finance, Manufacturing Sites, Logistics. Good analytical skill to collect, analyze, interpret data and information which will bring value to customers by recommending the right solution and make informed decision. . Build SOP and set up QTC processes follow internal guidelines and policies. Ensure that order fulfilment function and processes are aligned and integrated across the order-to-cash process based on the defined framework.
Revenue attainment: Support revenue attainment for CAD through meticulous backorder management, collaboration with cross-functional teams including manufacturing sites, Channel Management, Commercial team, Finance, AR, Warehousing & Distribution team etc.
Order management: Responsible for overall process of customer PO placement through shipment execution, ensure compliance guidelines are being adhered to. Exercise vital controls over PO hygiene, order completeness, customer request date & import/export requirements.
Customer service: Act as the primary escalation point of contact for critical cases and ensure timely resolution.
Understand customer requirements and expectations, drive order fulfillment through effective, timely customer communications with regards to order confirmation, shipment transparency, scheduling, order change, special instructions, freight & distribution etc.
Ensure all customers are advised of the requirements and order/shipment can be executed smoothly.
PPI : Act as a process champion to drive improvement across the business units by collaborating with key stakeholders. Work on customer service/order management related action items by coordinating with other business supply chain leaders to drive transformational change.
People Management: Lead and scale a high-performing customer service team, fostering a culture of excellence, inclusivity, and continuous learning. Mentor team members and enable them to understand the broader vision, aligning their efforts to enhance the customer journey.

QUALIFICATIONS :

• Bachelor’s Degree in BA/BS or Logistics/Supply Chain or equivalent.
• High energy and the ability to thrive in a fast-paced environment.
• Accountability, proactive thinking, flexibility, business acumen.
• Excellent Communication and analytical Skills.
• Sound knowledge in logistics, solid understanding of Customer Service & Supply Chain management.
• Excellent organization & time management skills.
• Able to make timely informed decision.

Please refer the Job description for details