Sr Customer Service Representative

Work Schedule

Environmental Conditions

Job Description

Job Location: Mumbai

Reporting to: Manager, Customer Response Center, Master Data Management

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $44 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an outstanding combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD. Our Innovative Laboratory technologies & Services makes it easier for customers.

Work for PAN India. Backend support for Contracts/Spares/Warranty for CMD, LSI, EPM, CAD, MSD, MOL, LSG & SDG Division. Coordination with internal & external customers. We have dedication Customer Support Team to support queries. Supporting field Service team.

Purpose:

Work for PAN India for backend support for Equipment/Contracts/Spares/Warranty for all service division. Coordination with internal & external customers.

• Key responsibility to build equipment master/ customer master in SAP / CRM.
• To work closely with supply chain / field service team / service operations team / sales team & others relevant team members.
• Ensure to maintain accurate instrument status in SAP in terms of service contract, warranty and extended warranty, Billable Etc.
• Ensure accuracy in master database by frequently verifying data in SAP/CRM.
• Maintaining key relationships to help delivering an outstanding service experience for Customers and field service
• Prepare & Publish various Reports as and when required by service management.
• Adhoc work, Projects as assigned as per the business needs.
• Office administrative activities

Education & Experience levels:

• Any Graduate with 2 to 4 years’ experience in a similar field.
• Strong phone and verbal communication skills along with active listening.
• Familiarity with CRM systems and practice.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and handle time efficiently.

Service coordinator / Data Base Management having exposure to Analytical instruments, Diagnostics instruments etc. and catering to customers like Pharma, Applied, Diagnostics etc.

• CRM, MS Excel, Good interpersonal skills, Computer proficiency.
• Multitasking, Ability to prioritize and handle time wisely in a fast-paced environment.

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.