Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.\n\nJob Title: Manager Customer Service\nReports to: Director, Customer Service\nGroup / Division: Global Business Services\nCareer Band: 7\nPosition Location: Budapest, Hungary & Costa Rica\nNumber of Direct Reports: TBC\n\n\nPOSITION OVERVIEW:\n\nAs 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. \n \nYou 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.\n\nMAJOR AREAS OF RESPONSIBILITY:\n\n•\tMotivation and development of a customer service team in Budapest / Costa Rica to ensure high engagement levels.\n•\tDay to day management of a complex customer service organization with special focus on order management, quotations, master data and other administrative processes. \n•\tRecruit, direct, coach, inspire team leads. supervisors and team members of the customer service team to achieve and support the vision and mission of the company. \n•\tSet clear goals for employees to ensure prioritization of work. \n•\tParticipate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement, automation and efficiency projects. \n•\tTrack and improvement of Key Performance indicators in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher.\n•\tParticipate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth. \n•\tManage key stakeholders expectations and support any issue resolution activities as necessary.\n•\tManage relevant SLA’s with key stakeholders within Thermo Fisher.\n•\tBuild and maintain strong working relationship with the regional Commercial and other supporting functional teams. \n•\tParticipate as part of a Thermo Fisher Customer Service team to set strategy and actions to underpin goals and targets.\n•\tResponsibility for managing operational budgets. \n•\tFoster an environment of continuous improvement within the Customer Service team. \n•\tConsistently work on initiatives to improve customer satisfaction. \n\nREQUIRED EDUCATION/EXPERIENCE:\n•\t 5+ years experience of managing people and leading in a customer service environment.\n•\tBachelor’s degree from college or university.\n•\tFluency of the English Language both written and verbal. Any other European language skill is an advantage.\n•\tStrong understanding of service and customer service processes and matrix organization.\n•\tStrong communication and relationship building skills.\n•\tAbility to plan work and work with a high degree of autonomy.\n•\tStrong cross-functional collaborator and ‘One Team’ thinker.\n•\tProven track record of influencing at senior levels and coaching experience.\n•\tStrong intrpersonal and organizational skills.\n•\tProven track record of meeting balanced business objectives, employee and customer and financial.\n•\tExperience of managing budgets.\n•\tAbility to inspire and empower, mentor and coach.\n•\tExperience of developing and implementing best practices.\n•\tExperience in stakeholder management.\n•\tExperience with Process adherence and KPI management & tracking\n•\tExperience with commercial and accounting areas is preferred\n\nThermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other le\ngally protected status.