Manager, Customer Service (Night Shift)

Job Description :

Work Schedule

Environmental Conditions

As a Customer Service Manager, you will be responsible for the customer service team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the business.

You will work closely with the wider Thermo Fisher Customer Service organization and commercial teams to ensure great and consistent customer experience for our customers. You will be also responsible for managing team leaders, supervisors and customer service team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards.

Major areas of responsibility:

• Empower and develop a customer service team to maintain high engagement levels.
• Day to day manage complex customer service operations, focusing on order management, quotations, master data, and administrative processes.
• Recruit, direct, mentor, and encourage team leads, supervisors, and team members to support the company's vision and mission.
• Set clear goals for employees to ensure work prioritization.
• Contribute as a senior leader in developing operating plans and driving process improvement, automation, and efficiency projects.
• Track and improve Key Performance Indicators, particularly focusing on driving the customer allegiance score (CAS).
• Engage in regional integration initiatives to build scalable solutions for future growth.
• Manage key partner expectations and support issue resolution activities.
• Maintain relevant SLA's with key partners.
• Establish and uphold positive relationships with regional commercial and supporting functional teams.
• Participate in setting strategy and actions to achieve company goals and targets.
• Responsible for managing operational budgets
• Nurture an atmosphere of continuous advancement within the Customer Service team.
• Consistently work on initiatives to enhance customer happiness.

Required education/experience:

• 5 years of demonstrated expertise in managing individuals and taking the lead in a customer service setting.
• Bachelor's degree or equivalent experience from a college or university.
• Proficiency in English, both written and verbal. Additional European language skills are an advantage.
• Proficient knowledge of service and customer service procedures within matrix organizations.
• Excellent communication and relationship-building skills.
• Ability to plan work and operate with a high degree of autonomy.
• Strong cross-functional collaborator and One Team problem solver.
• Proven track record of influencing senior levels and mentoring experience.
• Strong interpersonal and organizational skills.
• Demonstrated ability to meet balanced business objectives, including employee, customer, and financial goals.
• Experience handling budgets.
• Ability to encourage, empower, mentor, and coach.
• Experience developing and implementing standard processes.
• Experience in partner management.
• Experience with process adherence and Key Performance Indicator management & tracking.
• Experience in commercial and accounting areas preferred.