Work Schedule

Second Shift (Afternoons)

Environmental Conditions

Office

Job Description

Job Description: Supervisor, Customer Service – Master Data / Address Book

Location: Manila, Philippines
Reports to: Manager, Customer Service
Group/Division: LSLPG
Career Band: 6
Number of Direct Reports: 14+

Position Summary

Thermo Fisher Scientific is seeking a motivated and experienced Customer Service Supervisor to coordinate the Master Data / Address Book Team.. This role is crucial in maintaining data accuracy, operational efficiency, and smooth customer engagements by coordinating detailed and compliant data governance. The role also involves leading a team of 14+ professionals, driving operational excellence, and supporting global business objectives that enhance customer satisfaction and loyalty.

Key Responsibilities

Lead and run the daily operations of the Master Data / Address Book Team, ensuring efficiency, accuracy, and compliance with internal standards and controls.

Be responsible for the end-to-end master data lifecycle in ERP systems, ensuring high-quality customer data creation, maintenance, and governance.

Communicate and collaborate cross-functionally with key partners including Customer Care, Finance, Logistics, Technical Service, Sales, Regulatory, Legal, Marketing, and Quality Systems.

Drive and supervise Key Performance Indicators to ensure targets for accuracy, turnaround time, and service quality are consistently achieved.

Champion process improvement initiatives aimed at reducing errors, optimizing data flow, and enhancing automation within ERP and related systems.

Partner with Customer Care and Sales teams to improve customer experiences through efficient and accurate data management.

Lead team development through effective coaching, mentoring, and performance management, fostering a culture of accountability and continuous improvement.

Support strategic business projects and global initiatives related to data standardization and digital transformation.

Conduct regular one-on-one meetings and team sessions to align objectives, supervise progress, and maintain engagement.

Contribute to master data quality improvement projects, including Address Book reduction and data governance initiatives.

Ensure business continuity by maintaining team stability and developing succession and retention strategies.

Skills and Competencies

Proven leadership experience managing and developing medium to large teams (14+ direct reports).

Strong background in master data management or customer data maintenance within a shared services or customer care environment.

Excellent analytical, organizational, and decision-making skills with high attention to detail.

Proficiency in ERP systems such as Oracle or SAP, and strong command of Excel, Power BI, Outlook, and PowerPoint.

Exceptional communication and stakeholder management skills, both written and verbal.

Strong collaboration and influencing skills across cross-functional and global teams.

Experience driving continuous improvement, change management, and operational excellence initiatives.

Ability to manage confidential information with integrity and professionalism.

Experience

Demonstrated experience in supervisory or team lead roles within a shared services, master data, or customer service environment.

Hands-on experience in managing address book or customer master data preferred.

Experience working in a multinational or matrix organization is an advantage.

Education

Bachelor’s degree in Business Administration, Operations, or a related field; equivalent professional experience will also be considered.

Working Conditions

Standard office environment with typical physical demands.

Occasional travel may be required.

Equal Opportunity Employer

Thermo Fisher Scientific is proud to be an Affirmative Action / Equal Opportunity Employer, committed to building a diverse and inclusive workforce. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.