Customer Service Specialist II

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 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. Support post installation entitlements, including standard warranty extensions as well as sold with system (SWS) or additional warranty contract creation. 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):Possess expert understanding of customer service environment, including quote-to-order and order-to-cash processes, with the ability to manage multiple priorities, identify customer, operational, or revenue risk and communicate potential exposures effectively and efficiently to company decision makers. Demonstrates sound judgment in balancing business and commercial needs, business priorities, and potential risks/exposures to customer requests. Maintains a quality-first mindset with keen sense of end-to-end ownership, and strong attention to detail and follow-through in daily work. Highly detail oriented with a strong commitment to integrity, intensity, innovation, and involvement; consistently leads by example through professional behavior and high-quality work. Demonstrates passion and accountability for achieving both department and individual performance goals. Maintains strong professional relationships with team members, customers, and others within the company, working effectively across cultures, functions, and regions to achieve business objectives. Manage daily tasks, cases, and customer requests promptly, accurately, with exceptional care and follow-through. Supports smooth workflow handoffs between the team and the GCO regional subject matter experts by ensuring communication is complete and accurate. Proactively identifies process gaps, recurring issues, or opportunities for improvement, providing support for process documentation review and testing as needed. Back-up support for supervisor as needed, as well as providing guidance / coaching other team members on complex case handling and exception support. Job requirementsBachelor’s degree or 5+ years equivalent experience in customer service, service operation, business administration, or a related customer-facing environment. Quote-to-order and order-to-cash experience required. Minimum B2 proficiency in French or German, with the ability to communicate verbally and in writing clearly, accurately, and professionally across regional and multicultural stakeholders. Advanced English proficiency, both written and verbal, including managing conflict, managing difficult conversations, and interpreting and responding accurately to informal, abbreviated, or ambiguous communications. Expert organizational and time management skills with ability to multi-task effectively, and work within tight schedules and under pressure, independently and as part of a team. Proficient interpersonal skills with a collaborative / integrative style of working to reach common goals and objectives. Proven ability to consistently meet or exceed performance metrics and service level agreements while delivering high-quality customer support. Strong customer orientation with demonstrated ability to manage complex customer requirements, escalations, and non-standard requests professionally. Ability to support knowledge sharing, onboarding, or training for team members by applying effective communication, collaboration, and technical process knowledge. Demonstrated ability to support process improvement initiatives and identify opportunities to improve efficiency or customer experience. Demonstrated flexibility in supporting assigned duties, schedules, and changing business priorities. Advanced proficiency with ERP systems such as QAD, CRM tools such as Microsoft Dynamics 365, and Microsoft Office applications including Outlook, Excel, Word, and PowerPoint.