Asst Manager, Customer Service

Job Description

The Customer Service Representative will provide high level customer service to internal and external customers with the goal of maintaining meaningful business relationships. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific, and be eager to drive growth.Process customer orders in an efficient, accurate, and timely manner, using SAP system.Coordinate the management of key accounts, focus accounts and critical issues as a member of the Customer Service Team. Partner with the field team to monitor and resolve customer difficulties including customer complaints.Implementing business strategies to improve service reach and efficiency on a wide range of products, achieve pre-set targets while ensuring accomplishment of business goalsExercise necessary controls with respect to backorder hygiene, order completeness, customer promise date, pricing, taxation-related checks etc. Validate and plug inputs and resolve discrepancies (internal/ external team members) and 100% adherence to Audit related Order Management guideline.Visiting Customers- Understanding & resolving issues – 10-15% of the Profile requirement!Handling DFS (Direct factory orders) and export orders. For export customers, Quote to delivery process knowledge is required!Should have knowledge of Tender enquiries, processing Quotes, PO processing and Onward Customer Service!CAS (Customer Allegiance Score): Consistently monitoring and achieving CAS Score on monthly basis and devising plans to improve target scores with Projects and actions.Updating exceptions on Product Deployment/Customer Deliveries. Highlight all failures/ likely failures & taking timely actions collaboratively to mitigate any further occurrencesReview MTO’s and Coordinate with Planners for monitoring delivery timeline/ status for Non-Stock SKUs.Review Costs: Premium Freight Spends (Air/ Cargo), CST Billing and initiate improvement actions.Participate in monthly SIOP’s and provide inputs and ensure timely actions of closure.Communicate and ensure implementation of company strategies across regions for uniformity

Customer Complaint Management: Work on the Customer Complaints and provide the suitable resolution within the Target 'Turnaround Time'. Ensure compliance to the internal processes.  Analyze the customer complaint trend and provide insights to the management through Dashboards, and Analytics.