Customer Service Team Leader

at  Thermo Fisher Scientific

JOB DESCRIPTION

Customer Service Team Leader
Job Description
When your part of the team at Thermo Fisher Scientific, you’ll do important work, and you’ll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you’ll find the resources and opportunities to make significant contributions to the world.
Location/Division Specific Information
This role will be responsible for supporting the Laboratory Products Division (LPD) America’s Customer Service team located in Biltmore Park, Asheville, NC. The Laboratory Products Division manufactures equipment and consumables that are essential to science and the work our customers do every day.
How will you make an impact?
The Customer Service Team Leader role will require you to respond to incoming inquiries and requests from our customers, field sales, warehouse and manufacturing facilities quickly and positively while balancing inside-administrative activities related to leading the Customer Service team.
What will you do?
The role will be responsible for managing a Customer Service team and their daily activities as well as working closely with our customers for their order needs.
Customer Service Support

Work in conjunction with all LPD Customer Service teams and other primary business groups (BU, Supply Chain, Marketing, Legal) as required to provide excellent customer service.

• Develop a defined working relationship between Field Sales and Customer contacts to enhance the customer experience with LPD.
• Lead the Customer Service team through a robust management plan for their day to day and growth opportunities.
• Utilize various ERP systems (SAP, Baan, Macola) frequently to provide order management insight as it relates to expected shipment dates, backorders, and supply chain planning.
• Bridge the gap between commercial functions and customer expectations by developing a cadence with appropriate internal LPD business partners.
• Interface directly with the Order Management, warehouse, and manufacturing teams as required for order edits and/or escalations.
• Flag and escalate appropriate matters to the Manager of Customer Excellence and/or appropriate LPD business partners to satisfy customer requirements.

Preferred Qualifications:

• Advanced knowledge of business systems (SFDC, Baan, SAP, Oracle).
• Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers.
• Must demonstrate the ability to identify and solve problems, and to multi-task under deadlines.
• Ability to work autonomously.
• Must be flexible with hours worked to support business needs.
• Attention to detail with accuracy is required in performing all functions of this position.
• Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player.
• Self-motivated and require minimal direction to meet goals and objectives.
• Solid business acumen with ability to work cross functionally.

• Must enjoy working in a team environment.

  Minimum Requirements/Education:

• Requires a high school diploma or equivalent. Bachelor’s degree is preferred in Business Administration or a scientific discipline.

• 3-5 years of related customer service experience or equivalent customer-centric role.
• Outlook, SFDC, Baan and SAP experience.
• Excellent written and oral communication skills are required.

This position has not been approved for Relocation Assistance

Please refer the Job description for details