Sr Manager, Customer Operations & Support, BCD

at  Thermo Fisher Scientific

Sr. Manager, Customer Operations and Support (CO&S) leads a skilled team of 25 employees, 2 supervisors and 1 manager supporting the Biologicals and Chemicals Division (BCD).
This onsite role will be in Inchinnan, UK. The Sr. Manager will lead the team by optimizing team performance and have oversight of quoting, pricing, order entry, and order management, as well as project execution and continuous improvement opportunities, within the CO&S team. With a passion for customer success, the Sr. Manager will build strong cross-functional relationships with internal partners to increase process maturity and create client loyalty through well-managed experiences with CO&S team members and processes.
This role will also lead strategic transformation of multiple customer-facing workflows while advising the team to facilitate adaptable, solution-based customer and commercial interactions throughout the pre-sales and post-sales process.

DRIVING THE SUPERIOR CUSTOMER EXPERIENCE

• Introduces new and innovative ways to improve the customer experience and win new business
• Supports proposed pricing models based on margins, growth projections, and cross product line sales and service
• Participates in regular status update meetings within the BPG Commercial Organization and BCD leadership
• Champions business level support when addressing customer success risks and gaps by reporting issues and concerns to the appropriate leadership level.
• Drives client satisfaction and improve internal processes and systems to increase efficiency without jeopardizing service levels

EDUCATION:

• BS/BA degree
• MBA or Master’s Degree (preferred)
• Project Management or Six Sigma certification (preferred)

EXPERIENCE:

• Previous experience in people management, developing and leading cross-functional teams is essential
• Essential experience in a Customer Facing role proven track record
• Essential experience using CRM systems (Salesforce preferred) and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning) SIOP process
• Essential industry experience in manufacturing .
• Confirmed experience with Oracle or other ERP system
• Shown MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word

KNOWLEDGE, SKILLS, ABILITIES:

• Excellent analytical, organizational, and interpersonal skills, ability to consolidate, analyze, and present data is required
• Must have experience in customer relations and problem-solving customer issues
• Ability to work a matrix environment
• Shown role model leadership capability and intuition for business
• Passion to drive process maturity, performance, and talent development to continuously aim for a better customer experience