Lead Sales Operations Coordinator

Work Schedule

Standard (Mon-Fri)

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 sophisticated analytical challenges, increasing 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. For more information, please visit www.thermofisher.com.

About Customer Support Center

At Thermo Fisher Scientific, we are dedicated to being a Product Leadership company, delivering innovative solutions to meet our customers' needs. Our Customer Support Center plays a key role in ensuring an exceptional customer experience, with strong alignment across geographies and commercial functions driving our success.

About the Role:

The Sales Support team enables the ANZ commercial sales team by providing first point-of-contact resolution to enquiries, delivering timely and accurate responses directly to customers or back to the team.

Using a queue management tool in Salesforce.com you will be responsible for ensuring that processes are optimized, and bottlenecks are removed to allow Thermo Fisher Scientific to excel in customer responsiveness

Job Title: : Lead Sales Operation Coordinator

Reports To: Supervisor, Customer Service

Location: Bangalore

What You'll Do:

• Support and enable the ANZ commercial team and customers by providing central assistance for issues beyond order transactions.

• Collaborate cross-functionally to resolve and close customer issues (AR, supply chain/distribution, service, customer care).

• Successfully connect with sales and customers to improve customer experience (Cx) and turnaround time (TAT).

• Organize and schedule equipment dispatch with proactive customer communication.

• Facilitate the ‘goods on approval’ and demonstration processes, maintaining accurate records in Master Pack (ERP) and Salesforce.com (CRM) to ensure compliance.

• Assist in preparing sales quotations, ranging from simple to sophisticated. Use product databases and supplier catalogs to cross-reference products and meet customer quoting requirements. Collaborate with portfolio teams and subject matter experts when needed.

• Manage account inquiries, including new account setup, freight terms analysis, and ensuring consistency across Master Pack and E1.

• Upload and amend price agreements in E1.

• Assist the commercial team with generating internal and customer-facing reports.

• Use Salesforce.com to record sales support activities.

• Adapt and take on additional tasks and responsibilities to meet evolving business needs.

• Lead projects within the team to achieve objectives and carry out tasks in compliance with agreed procedures to help the company meet its quality goals.

• Proactively identify, define, and solve complex problems that impact the team’s function. Anticipate internal and external business challenges, recommend and develop process or service improvement plans, and propose them to the Sales Operations Manager.

• Strong analytical skills and the ability to work in an unstructured and evolving environment.

Knowledge, Skills, Abilities:

• Any graduate with a consistent track record as a sales Operations professional in a previous role, Preferably science graduate but not limited to.

• Meticulous attention to detail.

• Passion for providing outstanding customer service and achieving results through others.

• Excellent communication skills, both written and verbal.

• Ability to think outside the box.

• Capable of handling a fast-paced environment and working to tight deadlines.

• Strong interpersonal skills and time management capabilities.

• Able to prioritize work effectively.

• Excellent interpersonal and communication skills with the ability to establish relationships with internal and external customers and staff to achieve results.

• Ability to handle pressure and achieve desired outcomes.

• Excellent digital literacy, including proficiency in Microsoft Office, and the ability to learn new concepts and software as required by the position.

• Flexible to work in any shift.

• Highly diligent and organized with excellent analytical and problem-solving abilities.