Manager, Customer Service

Manager Customer Service

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 division in EMEA.

You will work closely with the wider Thermo Fisher Customer Service organization and commercial teams to ensure a 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 include:

• Motivation and development of a large customer service team in Manila to ensure high engagement levels.
• Day to day management of a complex customer service organization with special focus on order management, quotations, customer master data and other customer service processes.
• Recruit, direct, coach, inspire team leaders, supervisors and team members of the customer service team to achieve and support the vision and mission of the company.
• Set clear goals for employees to ensure prioritization of work.
• As a senior leader, develop plans to execute tactical initiatives including process improvement, automation and efficiency projects.
• Track and improve key performance indicators. The role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher and other specific customer service KPIs.
• Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth.
• Manage key stakeholders' expectations and support any issue resolution activities as necessary.
• Manage relevant SLAs with key stakeholders within Thermo Fisher.
• Build and maintain strong working relationships with the regional Commercial and other supporting functional teams.
• Participate as part of a Thermo Fisher Customer Service team to set strategy and actions to underpin goals and targets.
• Foster an environment of continuous improvement within the Customer Service team.
• Consistently work on initiatives to improve customer and employee satisfaction.

Required education/experience includes:

• 8+ years of experience of managing people and leading in a customer service environment.
• Bachelor's degree from college or university.
• Fluency of the English language both written and verbal.
• Strong understanding of service and customer service processes and matrix organization.
• Strong communication and relationship building skills.
• Ability to plan and work with a high degree of autonomy.
• Strong cross-functional collaborator and 'One Team' thinker.
• Strong interpersonal and organizational skills.
• Proven track record of meeting business objectives, employee, customer and financial metrics.
• Ability to inspire and empower, mentor and coach.
• Experience of developing and implementing best practices.
• Experience in stakeholder management.
• Experience with process adherence and KPI management & tracking.