Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary

As the Sr Manager, Customer Service at Thermo Fisher Scientific Inc., you will have the unique opportunity to lead and develop a world-class customer care team that delivers flawless service to our customers. In this role, you will work closely with Commercial partners to ensure that our supported markets achieve their targets. You will also be responsible for defining and establishing industry-leading customer care practices, problem-solving techniques, and employee training programs. Join our team and play a pivotal role in transforming our customer care operations to deliver exceptional service and value to our customers. If you are a strategic thinker with a passion for improving customer experience and managing customer relationships effectively, we would love to hear from you!

Key Responsibilities

Establish a high-performing customer care team to handle calls, orders, quotes, complaints, and relevant tasks, including:

Align Customer Care metrics with company targets and monitor/report on team efficiency to support business goals.Contribute as a senior leader in the development of strategy, operating plans, and implementation of tactical initiatives, such as process improvement, automation, and efficiency projects.Build and maintain strong working relationships with the regional Commercial and other supporting functional teams.Lead and manage business transformation projects within the customer care department.Provide outstanding customer relationship management and effectively manage blocking issues.Act as a point of contact for advanced customer issues, ensuring timely and satisfactory resolution.Recruit, direct, mentor, and encourage team leads, supervisors, and team members to achieve the vision and mission of the company.

Skills Required

Knowledge of customer service technology and digital transformation trends.Demonstrated people/leader management skills.Strong communication skills with all levels across an organization.Accuracy and attention to detail.Good organizational skills.Excellent written and verbal communication skills.Strong systems and processes knowledge would be advantageous.Confidence to gather customer needs, set appropriate expectations, and proactively seek feedback.Ability to understand how actions impact the company and identify process improvements.Deliver results that matter to both the company and the customer.Anticipate roadblocks and provide proactive solutions.

Minimum Requirements/Qualifications

5-8+ years of experience managing people and leading in a customer service environment.Bachelor's degree from college or university.Proficiency in the English language, both written and verbal.Demonstrable success in leading and managing people, including mentoring and development.Experience in effectively managing relationships with individuals and groups involved in the project.Experience with following procedures and managing performance indicators.Demonstrated success in effectively managing and planning resources with a keen understanding of business operations.Successful leadership in a multi-channel customer care environment.Experience in running process improvement programs.Experience in managing budgets.