Supervisor, Customer Service

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary :

At Thermo Fisher, we prioritize customer satisfaction. As a Customer Care Supervisor, you will play a pivotal role in leading and overseeing the daily activities of a team of Customer Care Representatives (CCRs) who service our channel partners, internal and external commercial clients in Southeast Asia. Your leadership will ensure the team delivers exceptional customer service, optimizes operational efficiency, and upholds the highest quality standards.

This role is focused on mentoring, coaching, and ensuring the team's compliance with policies and procedures. By leveraging your leadership and problem-solving skills, you will drive improvements in key metrics such as order accuracy, on-time fulfillment, and customer loyalty.

Key Responsibilities :

Team Leadership :

Manage and lead a team of Customer Care Representatives, ensuring high performance and achieving team goals.

Mentor and coach the team, fostering an environment of trust, collaboration, and teamwork.

Conduct regular team meetings and one-on-one sessions to ensure alignment with company goals.

Provide career development opportunities and performance reviews for team members.

Operational Excellence :

Oversee the daily fulfillment of customer orders, ensuring accuracy, timeliness, and compliance with procedures.

Conduct root cause analysis to resolve customer issues and ensure long-term solutions are implemented.

Continuously improve processes through Practical Process Improvement (PPI) methodologies, leading initiatives that enhance productivity and efficiency.

Customer Satisfaction :

Act as a Customer Allegiance (CAS) ambassador, ensuring positive customer experiences and building strong relationships with internal and external stakeholders.

Support sales and marketing teams by providing functional expertise, and assist in customer visits when needed.

Act as a trusted business partner, working closely with cross-functional teams to align with business strategies and drive organic growth.

Compliance & Reporting :

Ensure strict adherence to company policies, service level agreements, and ethical guidelines.

Regularly review Key Performance Indicators (KPIs) and take corrective actions to meet or exceed business objectives.

Maintain accurate documentation for audit purposes and share internal communications regarding customer experience initiatives.

Collaboration :

Engage with cross-functional leaders to foster strong relationships and ensure seamless collaboration.

Be involved in customer experience projects and initiatives that align with overall company objectives.

Qualifications & Skills :

Experience :

Minimum of 10 years in customer service, with at least 3 years of people management experience, leading teams of 10+ members.

Experience in the Life Sciences or a related industry is preferred.

Education :

Degree or higher in Supply Chain, Business Management, or a similar field.

Technical Skills :

Experience using ERP systems (SAP, E1, or similar).

Excellent digital literacy, including proficiency Proficiency in Microsoft Office (Excel, PowerPoint, Word) and other relevant tools like CRM, Power BI, CX platforms, and Softphone systems.

Languages :

Excellent communication skills, both written and verbal.

Core Competencies :

Strong communication and interpersonal skills, with the ability to manage conflicts and negotiate with various stakeholders.

Proficient analytical and problem-solving abilities, especially in addressing customer needs and process optimization.

Demonstrated ability to drive team performance, manage multiple priorities, and take ownership of results.

Leadership :

Ability to inspire and develop high-performing teams.

Foster a positive, inclusive work environment that encourages feedback, collaboration, and growth.

Ability to think creatively.

Meticulous attention to detail.

Flexible to work in any shift.

Lead projects within the team to achieve objectives and carry out tasks in compliance with agreed procedures to help the company meet its quality goals.

Competency Model :

Dependability & Consistency :

Ensure high service levels and availability to meet customer needs.

Customer-Centric Mindset :

Focus on customer satisfaction and continuously seek ways to improve processes and service delivery.

Collaboration & Teamwork :

Foster strong partnerships across teams to achieve organizational goals.

Growth & Innovation :

Demonstrate intellectual curiosity and champion continuous improvement initiatives.