Sr. Customer Service Representative

Job description

Work Schedule Third Shift (Nights) Environmental Conditions Office 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, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues 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. About the Global Commercial Operations Center At Thermo Fisher Scientific, we are committed to being a company that creates innovative solutions across the range of our customers’ needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Global Commercial Operations organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is important to our success. The Bangalore Global Commercial Operations Center operates across three shifts, supporting critical back-office activities for the Global Commercial Operations organization. Together, these teams provide five-day-a-week operational coverage and play a pivotal role in helping us deliver on our commitments to quality, innovation, and customer support. This position is part of the third shift, supporting global business operations and ensuring continuity across multiple time zones. What We Do Support the quote-to-cash process for parts, consumables, and time and material orders, including quote creation, RMA processing, and invoice creation. This also includes exception handling in the form of credit rebills, and invoice and RMA corrections as needed. Manage the end-to-end service call creation including pre-sales, pre-install, install accessory and main system, technical deviation authority calls, de-installs, refurbishments, and warranty activities. Support post installation entitlements, including standard warranty extensions as well as sold with system (SWS) or additional warranty contract creation. Support EM and VDS license management, including support of new and renewal software licenses. Execute invoice and portal management to support start-to-end billing. Maintain master data through Install Base (ISB) requests and data cleanup and validation, ensuring accuracy, compliance, and timely updates across systems. Serve as a central coordination point for service inquiries for Point-of-Sale orders, Certificate of Acceptance (COA) and Warranty Commencement Report (WCR) processing, Rapid registration support, end of service letter support, and evaluation/loan contract creation. Provide enhanced sales support, including CRM changes, CRM approval submissions, obtain Non-standard request (NSR) approvals, and Free of Charge (FOC) support. Contribute to continuous improvement, including documentation, training, system testing, and participation in PPI initiatives. Experience and skills required (Keys to success):Demonstrates a solid understanding of the customer service environment, including quote-to-order and order-to-cash processes, with the ability to manage assigned tasks and customer requests within established guidelines. Applies sound judgment and problem-solving skills to identify customer, operational, or revenue-related concerns and escalate potential risks to the appropriate team members or decision-makers when needed. Maintains a quality-first mindset with strong attention to detail, accuracy, and follow-through in daily work. Demonstrate integrity, accountability, and professionalism while supporting department and individual performance goals. Manages daily tasks, cases, and customer requests in a timely and accurate manner, ensuring customers receive responsive and reliable support. Prioritizes assigned work effectively, balances multiple activities, and remains composed when working under time-sensitive conditions. Communicates clearly, accurately, and in a timely manner with customers, team members, and internal stakeholders. Builds positive working relationships with team members, customers, and cross-functional partners, contributing to a collaborative and supportive team environment. Supports workflow handoffs between the team and GCO regional teams by ensuring information is complete, accurate, and shared in a timely manner. Demonstrates flexibility in work schedules, responsibilities, and assigned duties to support changing business needs. Job requirementsBachelor’s degree preferred, or 2+ years of equivalent business experience in customer-facing, customer service, service operations, business administration, or related environment. Familiarity with quote-to-order and order-to-cash processes preferred. Strong written and verbal English communication skills, including the ability to interpret and respond accurately to routine customer and internal communications. Intermediate organizational and time-management skills, with the ability to manage multiple assigned tasks, prioritize work, and meet established deadlines. Strong attention to detail and accuracy, with the ability to follow documented processes and maintain quality standards. Customer-oriented mindset with the ability to support customer needs professionally and escalate complex or non-standard requests when appropriate. Proven ability to meet or exceed performance metrics and service level expectations while delivering consistent customer support. Effective interpersonal skills with a collaborative working style and the ability to work well as part of a team. Ability to work independently on assigned responsibilities while knowing when to seek guidance or escalate issues. Demonstrated flexibility in supporting assigned duties, schedules, and changing business priorities. Intermediate proficiency with ERP systems such as QAD, CRM tools such as Microsoft Dynamics 365, and Microsoft Office applications including Outlook, Excel, Word, and PowerPoint.