Thermo Fisher Scientific
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Bengaluru · On-site · 10-13 Yrs · Oct 29
Biotech & Pharmaceuticals · 10000+ Employees · Waltham, US
As the world leader in serving science, we empower our people to advance innovative technologies, develop meaningful solutions, and build rewarding careers. With annual revenue of approximately $40 billion and the largest investment in R&D in the industry, we give our 100,000 extraordinary minds the resources and opportunities to make significant contributions to the world. Explore the professional possibilities at Thermo Fisher Scientific, and join us.
Hiring: Engineering, Customer support and operations, Marketing
What employees say
+ Great technology stack and learning opportunities. Good exposure to modern automation tools and frameworks.
− I have experienced a significant amount of workplace politics during my 8 months here. At times, I have felt a lack of inclusiveness and found it challenging to feel like a local t
More reviews on the company profile.
Interview experience · Software Automation Tester
Before interview just go through the online questions. Interviewer read out the questions from another screen ask the same. But it's a good one to know some of the topics which which not required in your daily automation
Average difficulty · Bengaluru · 157 reports
More interview insightsJob description
Overview
Work Schedule Standard (Mon-Fri)
Responsibilities
- About Thermo Fisher
- About Customer Support Center
- At Thermo Fisher Scientific, we are committed to being a Product Leadership company that creates innovative solutions across the spectrum of our customers’ needs. Our customer service and support are critical to enabling an exceptional customer experience. Our Customer Support organization is instrumental in these efforts and their seamless alignment across geographies and commercial functions is essential to our success.
- The Bangalore Customer Support Center capability is a well-established team, which supports the North America, EMEA & APJ Order Management and other critical back-office jobs with four shifts working over a 22-hour window/day, together processing over 102,000 requests each month. These three teams are truly pivotal to delivering on our promises of quality, innovation and contribute to the success of our business in India and across the world.
- Purpose of the role
- Build strong relationships and maintain effective communication with internal stakeholders, global peer groups, and customers to enhance the overall customer experience.
- Conduct regular stakeholder meetings to review operational metrics, process performance, and business stability.
- Analyze staffing requirements against business volumes and identify opportunities to optimize operational efficiency.
- Lead and support Team Leads through coaching, guidance, and performance management to ensure alignment with organizational goals and KPIs.
- Monitor team productivity and provide constructive feedback to improve employee performance and engagement.
- Partner with management to support employee development, annual reviews, recognition, and disciplinary processes.
- Coordinate daily workload activities with cross-functional teams to ensure smooth operational flow and timely order processing.
- Assess operational issues, determine escalation requirements, and ensure timely resolution.
- Investigate customer complaints, identify root causes, and collaborate with relevant departments to implement corrective actions.
- Deliver training and coaching for Customer Care Representatives (CCRs) in accordance with company policies and service standards.
- Support initiatives aimed at improving customer experience, service alignment, and operational processes.
- Establish performance standards and goals for CCRs to support customer care excellence and retention objectives.
- Assist in recruitment and hiring activities to meet Customer Care team requirements.
- Contribute to the implementation of best practices to improve efficiency, reduce costs, and enhance customer satisfaction.
- Develop training programs and personal development plans to support employee growth and service excellence.
- Prepare and maintain timely operational and customer care reports for leadership review.
- Perform additional duties and special projects as assigned.
- Embrace PPI and involve in team driven actions to help improvements. Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers
- Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations)
- 10+ years of successful Customer Care experience and 4 years of experience leading customer Experience dealing with all traditional order processing.
- Experience dealing with all traditional order processing
- Strong communication, stakeholder and people management skills.
- Customer-focused mindset with continuous improvement orientation.
- Strong knowledge of Customer Care order entry, Quality and Workforce Management systems. Oracle, SAP and other platforms
- Extensive knowledge of personal computer applications such as Microsoft Office including, Visio, Excel, Macros and Power-Point.
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Job application FAQ
Last updated 5 November 2026
- How do I apply for Supervisor, Customer Service at Thermo Fisher Scientific?
- Open this job on Feedback AI and sign up free (or sign in). You can apply from the job detail page; match scores and skill gaps appear when your profile is complete. Thermo Fisher Scientific may attach structured assessments to interview rounds after you apply.
- Does Feedback AI show a match score for this Supervisor, Customer Service role?
- Yes after you add a resume or skills. Match score ranks this role against your profile — skills met, gaps, level, and location — so you prioritise applications where fit is strongest.
- Is Supervisor, Customer Service remote or on-site in Bengaluru, Karnataka?
- This listing is marked on_site with location Bengaluru, Karnataka. Confirm details on the job description before applying.
- What skills matter for this Supervisor, Customer Service role at Thermo Fisher Scientific?
- Key skills for this role include skills listed in the job description. Upload a resume to see which requirements you already meet and which are gaps.