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Deputy Manager - Customer Service and Order Management

Thermo Fisher
Location: Experience: 6 years - 12 years
Posted On: 03-Aug-2022 | Last Date to Apply: 30-Sep-2022 | No: of Vacancies : 1 | CTC: 9 to 11 Lacs

Company Profile:

Thermo Fisher Scientific Inc is the world leader in serving science with annual revenue exceeding billion Our Mission is to enable our customers to make the world healthier cleaner and safer

Job description:

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 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 complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled 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. For more information, please visit www.thermofisher.com.

 

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.

 

Responsibilities:

Revenue attainment: Support revenue attainment for LSI stock-and-sale businesses comprising chemicals, consumables, Equipment etc. through rigorous backorder management, close coordination 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: Oversee the 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: Oversee the process of customer service & related interfaces 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 enhance customer experience & drive productivity.

Key Qualifications

Bachelors

Industry

Any

Gender Preference:

Any

Job Type:

Full Time

Diversity Tags:

Not Applicable