Sr. Customer Service Representative
- Bangalore, Karnataka
- Permanent
- Full-time
Location: Bangalore
Band: 3Position Summary: As a Sr. Customer Service Representative, you will report directly to the Customer Service Supervisor and take ownership of day-to-day order fulfillment tasks, ensuring excellent service delivery to customers and channel partners. We seek a professional who is accountable, customer-centric, and enjoys working in a fast-paced, team-oriented environment.Scope of Responsibilities:
- Act as the primary contact for customers, channel partners, and team members through phone, email, and meetings.
- Proactively communicate order changes, delays, and offer alternative solutions, similar to an account manager role.
- Respond efficiently to customer inquiries on quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and documentation (e.g., proof of delivery).
- Collaborate closely with Sales, Supply Chain, and Global Factories to meet customer expectations.
- Partner with Finance on accounts receivables and payables as required.
- Handle the Order to Cash process, including order creation, purchase order processing, payment & LC handling, shipping documentation, and logistics coordination.
- Meet key performance indicators and service level agreements (SLAs) to ensure operational excellence.
- Participate in process improvement initiatives and maintain compliance with corporate guidelines.
- Handle cross-border, cross-time zone, and cross-cultural interactions with global customers.
- Perform additional duties and projects as assigned.
- Ability to work under pressure.
- Flexible to work in Night Shift.
- Reliable: Enforce to work policies and PTO schedules.
- Consistent: Maintain standard service levels and efficiency over extended periods.
- Contributes to Departmental Success: Follow processes and meet call center metrics.
- Maintains Confidentiality: Avoid speculation and rumors.
- Respectful: Exhibit professional behavior.
- Appropriate Tone: Use a friendly voice and handle emotions well.
- Communication Skills: Communicate expertly and courteously.
- Listening Skills: Actively listen, acknowledge customer statements, and take notes.
- Product & Service Knowledge: Understand Thermo Fisher's offerings and organization.
- Procedures and Processes: Stay aware of SOPs and ask questions when vital.
- Digital Literacy: Navigate basic software and systems.
- Analytical Skills: Perform pricing calculations and unit conversions.
- Establishes Relationships: Interact positively with colleagues and customers.
- Partners with Others: Collaborate effectively with others to complete tasks.
- Resolves Customer Problems: Address issues appropriately and engage support when needed.
- Seeks Agreement: Ensure customer satisfaction and know when exceptions are vital.
- Resourceful: Use manuals, processes, and applications to resolve issues.
- Conflict Resolution: Identify and resolve conflicts.
- Learning & Improvement: Seek feedback and continuously improve performance.
- Applies New Concepts: Demonstrate understanding and apply takeaways.
- Uses Feedback: Accept and apply constructive feedback.
- Maintains Customer Focus: Prioritize real-time customer interactions
- Follow-Up & Responsiveness: Set follow-up expectations and meet commitments.
- Integrity: Honor commitments and uphold high ethical standards.
- Intensity: Deliver results with quality and determination.
- Innovation: Bring value through differentiated products and services.