Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Crucial Duties and Responsibilities

Guide a team on the rise through your leadership capabilities and customer service background. Formulate and put into action strategies to boost customer happiness, playing a direct role in the company's prosperity. Enjoy a dynamic environment while advancing your career.

Lead a team to accomplish business objectives for the Analytical Instrument Group (AIG) at Thermo Fisher Scientific. Duties comprise:

Encourage the development of a customer-centric environment and enhance customer service protocols.Evaluate feedback and uphold benchmarks.Share information and raise concerns promptly to mitigate business risks.Solve internal challenges as a business partner.Analyze important data points and responsibilities into team objectives and guide their accomplishment.Manage sophisticated issues spanning multiple departments and promote teamwork for improvements.Use data-driven approaches for quick problem-solving and decision-making.Identify and visualize unstable processes to improve efficiency and reduce errors.Record and represent customer service operations and manage schedules.Comprehend team duties through SAP for order fulfillment, stock control, pricing strategies, customer inquiries, shipment processes, and record-keeping. Offer recommendations and supervise task delegation.Handle various customer inquiries and complaints received via phone, email, and fax.Reduce risks associated with order backlog and delivery delays through cross-departmental collaboration and information sharing.Communicate delivery information promptly to customers and sales teams.Establish a system for quick information transmission and corrective actions.Analyze causes of errors and implement preventive measures.Manage customer service costs and labor, supervise outsourced work quality.Participate in or appoint team members to internal improvement projects.

Qualification Required:Bachelor’s or Master’s degree or equivalent experienceSupervisor experience in a call center or similar environment5+ years in supply chain management, order managementProficiency in Microsoft Office, especially ExcelProficiency in SAP or ERP for handling orders and managing accounts receivableExperience working across multiple departments or project managementCapacity to develop connections with collaborators, lead teams, and address intricate challengesHigh interest in organizational analysis and problem-solvingAbility to prioritize and multitaskCustomer focused and adaptable to new tasks

Preferred:Experience managing teams and evaluating performanceExperience in business improvement methodologies like Six SigmaGeneral knowledge of accounting and financeProficiency in English reading and writing

Career Path/Position Appeal

We are seeking both established managers and individuals with managerial aspirations for this role. If you have experience mentoring coworkers and are motivated to oversee a team in driving the company's growth, we invite you to apply.

Team Structure

Customer Service is part of AIG Operations within the Supply Chain division, reporting to the AIG Operations manager. The team handles orders, delivery, and sales of analytical instruments and aftermarket consumables. The team consists of seven women, with a homey atmosphere, low overtime, and high vacation usage. Some tasks are outsourced, requiring management of external companies.