Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description

Position Summary:
The Customer Operations & Support Specialist plays a pivotal role in the Bioproduction Group, reporting to the Senior Customer Operations & Support Manager (CO&S;, APAC). This customer-facing role partners closely with Commercial, Operations, and Product Management to manage and execute both catalogue and custom orders, ensuring a seamless and superior customer experience.

The role requires ownership of operational processes, cross-functional collaboration, and the ability to influence stakeholders. The specialist operates autonomously, resolves complex challenges, and drives continuous improvement while delivering accurate and timely outcomes.

Key Responsibilities:

Customer & Stakeholder Management
· Serve as the primary point of contact for customers and supply locations across APJ
· Act as the customer advocate, ensuring alignment and timely resolution of issues
· Communicate proactively with customers regarding order status, action plans, and resolution of escalations




· Proactively identify opportunities to enhance the end-to-end customer experience, ensuring processes are productive and customer-centric

Order Management & Fulfilment (O2C Execution)
· Manage the end-to-end Order-to-Cash (O2C) process, including order entry, acknowledgments, delivery coordination, and returns/complaint handling
· Ensure all transactions, including debit and credit notes, are processed accurately, compliant, and on time
· Maintain operational accuracy and on-time delivery for all assigned accounts
· Monitor and improve order management systems and workflows, including ERP and Salesforce, to increase efficiency and accuracy

Cross-Functional Collaboration & Issue Resolution
· Collaborate with teams including Supply Chain, Warehouse, Pricing, Quality, and Finance to drive operational excellence
· Identify risks and systemic challenges, implement mitigation strategies, and ensure tim

📌 Customer Operations (Bengaluru)
🏢 Thermo Fisher Scientific
📍 Bengaluru