Deputy Manager - Customer Service and Order Management

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

REQUIREMENTS:

• Bachelor's Degree plus 5 to 7 years of experience in customer service, and  Order Management
• Preferred Fields of Study: Business, Science, Engineering or related field
• Knowledge of SAP is mandatory
• Serve as the primary point of contact for customers, delivering a seamless and proactive service experience throughout the order lifecycle.
• Build trusted relationships with customers by understanding their business needs and anticipating potential challenges.
• Proactively communicate order status, shipment milestones, and any risks, providing solutions before issues impact the customer.
• Resolve customer concerns promptly with a sense of ownership, ensuring timely closure and high customer satisfaction.
• Coordinate across Sales, Planning, Logistics, Finance, and Banking partners to provide a "one-team" experience for the customer.
• Drive first-contact resolution wherever possible, minimizing delays and reducing the need for customer follow-up.
• Ensure error-free documentation and timely shipment execution to create a hassle-free customer experience.
• Support customers through complex export transactions by providing expert guidance on Letter of Credit requirements and documentation.
• Identify opportunities to simplify processes and enhance the customer journey through continuous improvement initiatives.
• Gather customer feedback, identify trends, and implement corrective and preventive actions to improve service levels.
• Foster a culture of accountability, responsiveness, and customer advocacy, consistently exceeding customer expectations.
• Measure and improve customer experience through key metrics such as First-Time Right documentation, response time, issue resolution time, and Customer Satisfaction
• Demonstrate a "Customer First" mindset by taking ownership beyond functional responsibilities to ensure successful order completion and payment realization.
• Documentation accuracy.
• Compliance with export and trade regulations.
• Support internal and external audits by maintaining complete documentation
• Proficiency in Microsoft Office, particularly Excel.

Letter of Credit (LC) Management

• Review Letters of Credit upon receipt to ensure terms and conditions are commercially and operationally feasible.
• Verify LC details against sales contracts, purchase orders, and shipment requirements.
• Identify discrepancies, risks, or non-compliant clauses before shipment.
• Coordinate with sales, finance, logistics, and customers to obtain necessary LC amendments.
• Liaise with issuing, advising, and negotiating banks regarding LC terms, discrepancies, document presentation, and payment status.
• Ensure all shipment documents strictly comply with LC requirements and UCP 600 guidelines.
• Prepare and validate export documentation for bank presentation, including:
• Coordinate timely presentation of compliant documents to the bank within LC deadlines.
• Follow up with banks regarding document acceptance, discrepancy resolution, negotiation, and payment realization.
• Maintain records of LC transactions and monitor expiry dates, shipment deadlines, and document presentation timelines. Review LC clauses and recommend amendments when required, including:
• Coordinate with banking partners for document negotiation and payment processing.
• First-time compliant LC document presentations.
• Reduction in LC discrepancies.
• Timely bank document presentation.
• Payment realization within agreed timelines.