Supervisor, Customer Service

at  Thermo Fisher Scientific

Supervisor, Customer Service
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals!
A position has arisen for a Supervisor in our Customer Service Department, based at our new Shared Service Center in Budapest. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast paced customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, increasing business performance and aligning to the overall business objectives to enable growth.

EXPERIENCE:

• Requires a minimum of 5 years’ experience in Shared Service Environment
• Requires a minimum of 2 years’ experience as a team leader preferably in a call centre/office environment
• Experience with Oracle or SAP preferred but not essential

EDUCATION:

• Requires a Bachelor’s degree from college or university
  Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

• Responsible for the success of the daily operations of the team.
• Communicate cross-functionally as required with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Ensure that the Key Performance Metrics for Customer Services are met
• Support key Customer Care strategies to drive customer loyalty & resulting CAS score.
• Support Sales to enhance the customer experience by providing appropriate guidance.
• Participate in key projects to support local/corporate initiatives.
• Identify key improvement opportunities - e.g. system enhancements, processes, tools.
• Use system knowledge to provide appropriate guidance on transactional capability.
• Oversee management of customer-related data within ERP systems.
• Train/present to other team’s relevant CC tools/initiatives/strategies.
• Complete other related duties/responsibilities as assigned.