Team Leader, Customer Service

at  Thermo Fisher Scientific

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, increasing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.
Job Title: Supervisor, Customer Service
Reports to: Sr. Manager, Customer Service

SKILLS:

• Demonstrated skills in people management & development preferred.
• Experience in supporting projects.
• Good written and oral communication skills are important.
• Must be able to interface effectively with internal & external customers.
• Strong results focus and attention to detail are important.
• Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel.
• Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team.
• An ability to handle confidential and/or proprietary information.
• Good organisational skills are vital, as is the ability to use own initiative and collaborate well within a team.
• Excellent analytical and presentation skills required.
• Must be task focused with passion and a flexible approach.

EXPERIENCE:

• Requires experience as a team leader preferably in a shared services (Customer Care\Service) environment
• Experience with Oracle or SAP
• Experience in Order Management

Education:

• Requires a Bachelor’s degree from four-year college or university or equivalent work experience.

• 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.
• Apply 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.
• Support and drive certain aspects of the order entry automation project from an order management perspective
• Play a key role in the complaint’s reduction initiative - analyse data, turn ideas into strategic goals
• Stabilize the Order Teams to reduce the current attrition rate
• Boost seniority in the respective team with effective 1:1’s, coaching and mentoring