Manager, Customer Service (Night Shift)

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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 :

Skills Required

Order Management, Quotations, Process Improvement, Partner Management, administrative processes , Automation