Customer Service Supervisor

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.

We are seeking a highly motivated and experienced Leader to join our Customer Service team in Bangalore. The Bangalore Global Commercial Operations Center operates across three shifts, providing critical support for key back-office activities within the Global Commercial Operations organization. This position is a Third Shift Supervisor role, dedicated to leading and supporting the third-shift team.

In collaboration with our first- and second-shift colleagues, the team provides five-day-a-week operational coverage and plays a vital role in enabling the organization to deliver on its commitments to quality, innovation, and exceptional customer support. The successful candidate will be responsible for fostering a high-performing team environment, ensuring operational excellence, and supporting the continued success of our global operations.

Key responsibilities of the supervisor: 

• Own team performance, process adherence, escalations, employee development, and continuous improvement.
• Lead daily team operations to meet or exceed service levels, KPIs and performance objectives. Monitor missed metrics and implement corrective actions.
• Manage workload, priorities, schedules, shift coverage, and regional support needs.
• Demonstrates sound judgment in balancing business and commercial needs, business priorities, and potential risks/exposures to customer requests.
• Function as a key liaison across Regional and Central GCO teams, Field Service, Sales, Finance, Master Data, suppliers, and other stakeholders.
• Manage customer-related data to ensure quality, accuracy, and timely responses to customer requests.
• Support smooth workflow handoffs and operational alignment between teams, regions, and time zones.
• Maintain composure during high-volume or ambiguous situations.
• Measures, develops, supports, and motivates personnel to attain or exceed established goals.
• Foster a positive, collaborative, and customer-focused team culture.
• Maintain and update process documentation and create training plans for team development.
• Hire, onboard, train, coach, and develop new and existing team members.
• Identify and implement key improvement opportunities through PPI, including system enhancements, automation, and process improvements. 

Key responsibilities of the team:

• 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.
• Support post installation entitlements, including standard warranty extensions as well as sold with system (SWS) or additional warranty contract creation.
• Govern and 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.

Job experience and skills required

• Bachelor’s degree, or 6+ years of equivalent experience in customer service, service operations, shared services, business administration, or a related operational environment.
• Quote-to-order and order-to-cash experience required.
• Demonstrated experience leading customer care, service operations, shared services, or similar operational teams, including experience supporting scheduling coverage across multiple shifts, workload planning, and regional/time zone workflow support.
• Expert leadership skills, including coaching, mentoring, performance management, employee development, onboarding, training, and team motivation.
• Proficient interpersonal skills with a collaborative / integrative style of working to reach common goals and objectives.
• Advanced written and verbal English communication skills, with the ability to manage conflict, lead difficult conversations, interpret ambiguous communication, and tailor messaging to different audiences.
• Strong organizational and time-management skills, with the ability to manage multiple priorities, work under pressure, meet tight deadlines, and operate independently and as part of a team.
• Strong analytical, problem-solving, complaint resolution, and stakeholder management skills, with the ability to collaborate effectively across functions, regions, cultures, and leadership levels.
• Experience supporting projects, process improvements, automation, system enhancements, operational initiatives, or PPI activities.
• Strong attention to detail, data accuracy, and quality, with the ability to reinforce standards across the team.
• Strong customer orientation with demonstrated ability to manage complex customer requirements, escalations, and non-standard requests professionally.
• 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.