Supervisor, Customer Service

Role overview

Supervisor, Customer Service at Thermo Fisher Scientific

About Customer Support Center.

Responsibilities

• You will handle escalated customer care issues either through direct personal action or referral to the proper individual/department.
• You will also partner on the development of departmental guidelines and training material and lead implementation as necessary.
• Conduct regular stakeholder meetings to review operational metrics, process performance, and business stability.
• Analyze staffing requirements against business volumes and identify opportunities to optimize operational efficiency.
• Lead and support Team Leads through coaching, guidance, and performance management to ensure alignment with organizational goals and KPIs.
• Monitor team productivity and provide constructive feedback to improve employee performance and engagement.
• Coordinate daily workload activities with cross-functional teams to ensure smooth operational flow and timely order processing.
• Deliver training and coaching for Customer Care Representatives (CCRs) in accordance with company policies and service standards.
• Assist in recruitment and hiring activities to meet Customer Care team requirements.
• Contribute to the implementation of best practices to improve efficiency, reduce costs, and enhance customer satisfaction.
• Develop training programs and personal development plans to support employee growth and service excellence.
• Prepare and maintain timely operational and customer care reports for leadership review.
• Perform additional duties and special projects as assigned. 10+ years of successful Customer Care experience and 4 years of experience leading customer Experience dealing with all traditional order processing.
• Embrace PPI and involve in team driven actions to help improvements.
• Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers.
• Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations).
• Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Employment details

• Location: Bangalore [Karnātaka] [India]

Additional role details

• As a Supervisor, you will provide direct floor and personnel leadership to Customer Care Team Leaders.
• Coordinate site resources for the resolution of system related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues.
• This responsibility includes leveraging both on and off-site resources as necessary.
• Build strong relationships and maintain effective communication with internal stakeholders, global peer groups, and customers to enhance the overall customer experience.
• Partner with management to support employee development, annual reviews, recognition, and disciplinary processes.
• Assess operational issues, determine escalation requirements, and ensure timely resolution.
• Investigate customer complaints, identify root causes, and collaborate with relevant departments to implement corrective actions.
• Support initiatives aimed at improving customer experience, service alignment, and operational processes.
• Establish performance standards and goals for CCRs to support customer care excellence and retention objectives.
• Experience dealing with all traditional order processing.
• Strong communication, stakeholder and people management skills.
• Customer-focused mindset with continuous improvement orientation.
• Strong knowledge of Customer Care order entry, Quality and Workforce Management systems.
• Oracle, SAP and other platforms.
• Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel, Macros and Power-Point.