Manager, Customer Service
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What you'll do
- Manage and develop teams to ensure effective order management, customer support, and process improvement initiatives
- Collaborate with cross-functional partners including Sales, Supply Chain, Finance, and Operations to optimize service delivery and enhance customer satisfaction
- Develop and track key performance metrics and service level agreements
- Guide complex, cross-functional initiatives
- Handle escalations effectively
- Drive change management and continuous improvement
What they're looking for
- Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 5 years of experience in customer service leadership, including people management of teams of 10+ employees
- Demonstrated success in operational excellence and process improvements in a customer service environment
- Strong understanding of end-to-end order management processes and ERP systems (SAP, Oracle, JDE)
- Excellent analytical and data-driven decision-making capabilities
- Demonstrated ability to develop and track key performance metrics and service level agreements
- Strong communication and interpersonal skills with ability to work effectively across all organizational levels
- Experience working in a matrix organization
- Strong project management skills and ability to guide complex, cross-functional initiatives
- Demonstrated ability to build and maintain effective relationships with internal and external stakeholders
- Change management experience and commitment to continuous improvement
- Focus on customer satisfaction and business objectives
- Proficiency in Microsoft Office suite and customer service technologies
Nice to have
- Preferred Fields of Study: Business Administration, Supply Chain Management, or related field
- Professional certifications in Project Management, Six Sigma, or Process Improvement methodologies are advantageous
- Additional language skills beneficial
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
DESCRIPTION:
As a Customer Service Manager at Thermo Fisher Scientific, you'll contribute to delivering exceptional customer experiences while supporting operational excellence across our organization. You'll manage and develop teams to ensure effective order management, customer support, and process improvement initiatives. In this role, you'll collaborate with cross-functional partners including Sales, Supply Chain, Finance, and Operations to optimize service delivery and enhance customer satisfaction. This role offers the opportunity to make a meaningful impact by enabling our customers to make the world healthier, cleaner, and safer through innovative scientific solutions.
REQUIREMENTS:
• Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 5 years of experience in customer service leadership, including people management of teams of 10+ employees
• Preferred Fields of Study: Business Administration, Supply Chain Management, or related field
• Professional certifications in Project Management, Six Sigma, or Process Improvement methodologies are advantageous
• Demonstrated success in operational excellence and process improvements in a customer service environment
• Strong understanding of end-to-end order management processes and ERP systems (SAP, Oracle, JDE)
• Excellent analytical and data-driven decision-making capabilities
• Demonstrated ability to develop and track key performance metrics and service level agreements
• Strong communication and interpersonal skills with ability to work effectively across all organizational levels
• Experience working in a matrix organization
• Strong project management skills and ability to guide complex, cross-functional initiatives
• Demonstrated ability to build and maintain effective relationships with internal and external stakeholders
• Change management experience and commitment to continuous improvement
• Focus on customer satisfaction and business objectives
• Proficiency in Microsoft Office suite and customer service technologies
• Experience with quality management systems and compliance requirements
• Strong problem-solving skills and ability to handle escalations effectively
• Fluency in English required; additional language skills beneficial
• Ability to travel (typically 5-10% for regional positions)
Company
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