Supervisor Export Customer Service

Supervisor Export Customer Service

Join Thermo Fisher Scientific Inc. as a Supervisor Export Customer Service, guiding a team to ensure top-notch, export-compliant customer experiences. This role in France allows you to influence our service operations.

Key Responsibilities:

• Lead and manage a team of Export Customer Service Specialists, ensuring top-tier performance and outstanding customer service.
• Conduct regular performance reviews and mentorship sessions, addressing any challenges proactively.
• Stay updated on foreign export/import regulations and procedures, ensuring compliance and timely customs clearance.
• Ensure adherence to IATA Dangerous Goods Regulations.
• Coordinate work schedules and team sizes to avoid task backlogs, working closely with the resource analyst and other managers.
• Coordinate holiday and sickness absences to maintain efficient team performance.
• Collaborate effectively with the Customer Service Manager and other supervisors to cultivate a cohesive team culture, guaranteeing smooth support among teams.
• Collaborate with the Training and Quality team to implement effective mentoring and development plans.
• Participate in recruitment and selection processes to build a strong team.
• Maintain a positive work environment, upholding the dignity and respect of all team members.
• Ensure all customer requests are processed within agreed SLAs, tracked with clear critical metrics, and completed accurately.
• Drive continuous improvement initiatives to improve customer quality and team efficiency.
• Analyze customer service happiness metrics and implement strategies to enhance customer experience.

Minimum Requirements/Qualifications:

• Bachelor's degree or a minimum of 5 years of experience in export customer service or export shipping.
• Proven track record of managing or supervising people for a minimum of 2-3 years.
• Experience in diverse cultural environments.
• Strong mentorship and people development skills.
• Demonstrated success in service delivery within a high-volume service environment.
• Willingness to travel for customer visits, training events, and sales meetings, including overnight stays.
• Experience in process development and improvement.
• Adherence to company policies and 4i values.
• Effective communication skills, both written and verbal.
• Strong organizational skills for managing people and processes proactively.
• Ability to positively influence team members, colleagues, and customers professionally.
• Professional presentation and approach when interacting with customers and key collaborators.
• Ability to travel internationally at short notice.

At Thermo Fisher Scientific, we cultivate a cooperative and diverse atmosphere, motivating our team members to excel. Come aboard and become a member of a group that prioritizes creativity, excellence, and efficiency to deliver exceptional customer service!