Supervisor, Order Management

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, tackle sophisticated scientific challenges, drive technological innovation and support patients in need.

How will you make an impact?

The AIG CS Supervisor will play a critical role in collaborating with the regional team to ensure the seamless execution of our order-to-cash process. This position involves working closely with commercial sales leaders and various global and regional functional teams to achieve revenue goals, streamline order management, and deliver outstanding customer service. As the Customer Service subject matter expert, you will be responsible for analyzing data and information to propose effective solutions and make well-informed decisions.

Responsibilities:

• Strong supply chain knowledge & professional in Customer Service, ability to establish strong partnerships with all individuals involved.
• Responsible for overall process of customer PO booking through shipment execution.
• Keen eyes on details with adequate due diligence check by adhering to compliance guidelines.
• Handle critical customer complaints and issues, provide resolution in a timely and professional manner.
• Develop and implement customer service procedures, SOP and set up QTC processes following internal guidelines & policies.
• In-depth understanding of the business, support revenue attainment for the assigned division through meticulous backorder management.
• Prepare and present weekly reports, analyze data to identify key issues & make recommendations as needed.
• Serve as the main point of contact for critical cases and ensure it can be resolved promptly.
• Lead and scale a customer service team that consistently achieves outstanding results.
• Foster a culture of excellence, inclusivity, and continuous learning.

Qualifications:

• Bachelor’s Degree in BA/BS or Logistics/Supply Chain or equivalent.
• Proficient in excel, data analytics & presentation.
• High energy and the ability to thrive in a fast-paced environment.
• Accountability, proactive problem-solving, adaptability, understanding of business operations.
• Excellent Communication and analytical Skills.
• Sound knowledge in logistics, solid understanding of Customer Service & Supply Chain management.
• Excellent organization & time management skills.
• Able to make timely informed decisions.