Deputy Manager - Customer Service

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 80,000 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 and Patheon. For more information, please visit www.thermofisher.com.

Roles and Responsibilities:

Customers:

• Relentless Focus on customers to meet or beat OF CAS score

• Leverage PPI/X-A3 to drive improvement on Customer Allegiance Score

• RCCM/CAPA to be made and implemented after discussion with stake holders. Share the CAPA with the customers within 24 hours

• Improve customer Communication through implementation and use of ZOHO

• Leverage CCMS to monitor and close Customer complaints

• Publish weekly Customer Order Status Communication and track compliance to visibility shared vs actual order shipped

• Daily communication to customers for orders with changes with respect to dates/ Holds

Colleagues & Culture

• Take personal ownership of safety, compliance, cybersecurity

• Drive greater involvement through EIS initiatives to focus on bottom 3 scoring areas RML, Work Life Balance, Rewards & Recognition

Revenue:

• Responsible for CMD & LPD Spares Business. Accountable for CAD, MSD BEA, EPM & ES Businesses

• Booking of Customer order within 24 hours from receipt of SAP Quote. Customer PO to be checked for Payment term, Inco term etc before Order booking

• Create SOP for Order booking with clear check list and use the same and share it with Team members

• Daily Backlog Analysis basis CRD and Commercial clearance - Analyze orders which are past overdue, and which will get overdue in next 7 days and execute order and populate ship dates basis feedback from Planning team/Commercial Team

• Lead Weekly Spares Backlog Meetings and Division backlog meetings with Service Team

• Provide Daily Delivery Note to Warehouse for FSE/CMC, Billable, Focus Account Orders, Instrument down orders

• Coordinate with logistics team to ensure timely delivery of shipment

• Coordinate with Planning Team for making parts available and daily updation of Ship dates

• Coordinate with Service Team/SVC for commercial clearance

• Provide details for RevRec to Finance team by C+2 to maximize Revenue and help meet or exceed the Revenue Target

Profitability & Cash Flow:

• Leverage PPI Projects to improve processes, drive continuous improvement and improve customer experience

• Drive E&O reversal by undertaking liquidation activities like Re-export to DC’s/Factories, invoicing to customers

• Create SOP’s for Balancing Process using SPM

• Focused SiOP and control tower approach to deliver Revenue & E&O reversal Targets

Metrices/KPI’s:

Customer: Power BI Fill Rate, CAS, SO-Invoice Lead time, CCMS TAT

Colleagues & Culture: Adherence to Safety, Compliance and Cyber Security Guidelines

Revenue: Service Revenue

Profitability & Cash Flow: E&O reversal, Deferred Revenue

Qualification

• Bachelor’s degree in any discipline/B Tech/BE; Master in SCM/MBA will be added advantage

• Minimum experience of 6 to 9 years in relevant positions, meeting the required skills and abilities

• Previous experience in Customer Service and Order fulfillment will be preferred

Skills and Knowledge

• Hands on working knowledge of SAP MM Module

• Should have strong numerical ability.

• Ability to take challenges

• Good Analytical skills

• Excellent oral and written communication and coordination skill