Team Leader-Customer Response Center & Master Data Management

☞ Thermo Fisher Scientific

View: 106

Update day: 06-05-2024

Location: Mumbai Maharashtra

Category: Information Technology Health / Medical Care IT - Hardware / Networking Science Labor

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Thermo Fisher Scientific Inc. is the world leader in serving science, with revenues of $30 billion and approximately 80,000 employees globally. Our Mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity.
Through our premier brands – Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services – we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.

Responsibilities:
  • Lead the team of Customer Response Centre and Master Data Management efficiently to meet defined service delivery deadlines.
  • Drive Customer Response Center operation by dispatching calls efficiently with improved response time, also Ensure timely Eqpt Creation.
  • Connect with Service Leaders/Functional Leaders for making necessary process improvements for better customer experiences.
  • Deliver desired KPI reports and assignments promptly to Service Team/Service Leaders.
  • Various process improvements to increase quality of service by optimizing productivity in all areas
  • Doing due diligence, Automation and standardization of process to bring in productivity improvement through practical process improvement.
  • Ensure all the master data base in system are maintained and managed on time and accurately by supporting the ever-expanding customer Install base
  • Work closely with supply chain / Finance/field service team / service operations team / sales team & others relevant team members.
  • Drive continuous process improvement in existing processes and system through PPI
  • Responsible for driving performance culture with a diverse team to bring in service excellence

Minimum Qualifications and Skills Required:

Any Graduate, Preferably from Science Background with knowledge of Internet / CRM Software applications.

Knowledge and Skills required for the role:

  • Graduate or post-Graduate with min 5-7 years of Industry Experience with knowledge of CRM software, Service Delivery, Service KPI
  • Must Posses good analytical and problem-solving skills
  • Strong knowledge of Customer Care Service Delivery, Remote Support Function, Master Data Management in SAP along with Team Management & Leadership Skills
  • Excellent communication, collaboration, operational excellence skills and capability to develop and deliver on best in class benchmarks.
  • Knowledge/Working experience in any ERP, CRM, Call Centre Tools will be an added advantage.
  • SAP or any CRM, MS Excel, Good communication skills, Computer proficiency.
  • Multitasking, Ability to adjust priorities and manage time wisely in a fast-paced environment.
  • Ability to work independently/in a group setting/with little direction/with direct supervision

Nature of experience:

Sr. Service coordinator /Data Base Management, Team Lead having exposure to Analytical instruments, Diagnostics instruments, Medical Device etc. and catering to customers like Pharma, Applied, Diagnostics, Healthcare etc.

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Deadline: 20-06-2024

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