Job Description

Responsibilities:

Revenue attainment: Support revenue attainment for LSI stock-and-sale businesses comprising chemicals, consumables, Equipment etc. through meticulous backorder management, collaboration with cross-functional teams including Planning & Procurement, GC Manufacturing sites, Channel Management, Commercial team, AR, Warehousing & Distribution team etc.

The Customer Segment would involve lot of Direct and Key Customer Accounts of those businesses.

Order management: Be responsible for overall process of receipt of customer orders through POs / Web based orders / emails, order validation of Direct Customers,Key Customers , order entry into SAP and onward execution of the same. Exercise necessary controls w.r.t. Backorder hygiene, order completeness, customer promise date, pricing / taxation / related checks etc.

Customer service : Be responsible for the process of customer service & related collaborate with customers including understand customer requirement & expectations and drive fulfillment of the same through effective, timely and ongoing customer communications w.r.t. order acknowledgment, order visibility, shipment visibility, promise dating, special conditions etc. Drive customer engagement programs & differentiated customer services w.r.t. Focus Accounts, Key Accounts, Platinum accounts etc.

Driving Customer Allegiance Score (Order Fulfillment): Lead the design & execution of the OF CAS improvement programs for Key Business under LSI for Direct Customers and other Key customers assigned . Act as the Process Champion to drive OF CAS improvement across various businesses in close coordination with other Business Supply Chain Leaders to meet / exceed planned OF CAS scores. Drive Supply chain Strategies for all Customer Service & Order Management related action items in coordination with other Business Supply Chain Leaders to drive transformational change .

Driving work-flow solutions & productivity: Oversee effective deployment of work-flow solutions (SAP & non-SAP based) w.r.t. lead management, customer contact center, centralized customer complaints management system (CCMS), web-order portal (WOP) etc. to improve customer experience & drive productivity.

People Management:

Lead, coach, and mentor the order management & customer service team w.r.t. Goal setting / alignment, performance reviews, learning & development, career mentorship & support and effective supervision to create a dedicated, engaged, and motivated team.

Personal Capabilities

• Customer orientation

• Accountability, proactive thinking, flexibility, business acumen

• Excellent Communication and Analytical Skills

• Influencing Skills, Cooperation, Leadership & People Development

• In depth working knowledge of CS & SC

• Fully conversant in SAP OTC CS related transactions & reporting functions

• Able to withstand pressure

• Excellent organization & time management skills

• Able to make timely informed decisions

• Relevant language skills

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.