Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

As a Senior Manager, Customer Service at Thermo Fisher Scientific Inc., you will be part of a world-class team dedicated to delivering outstanding customer experiences. You will play a crucial role in driving operational efficiency in key transactional areas that are vital to our business success!


You will work closely with various teams throughout the organization to guarantee a seamless and uniform customer experience. Taking charge of a team of enthusiastic customer care professionals, you will outline responsibilities, prioritize tasks, and define specific objectives to meet top-notch performance criteria.

Major areas of responsibility:

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Encourage and cultivate the customer care team. Manage day-to-day operations of a complex customer care organization. Recruit, direct, mentor, and encourage team leads and members to support our vision and mission. Establish clear goals to guarantee effective prioritization of tasks. Develop and complete tactical initiatives, including process improvements. Keep an eye on and boost critical metrics, with a focus on customer allegiance scores (CAS). Participate in regional integration initiatives to build scalable solutions for future growth. Manage key points of contact for strategic accounts. Coordinate Service Level Agreements (SLAs) with key collaborators. Contribute to planning and implementing initiatives within the Customer Care team. Manage operational budgets. Foster a culture of continuous improvement.

Required education/experience:

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5-8 years of experience managing and leading in a customer care environment. Bachelor's or equivalent experience from an accredited institution. Proficiency in English, both written and verbal. Proficient knowledge of customer support procedures and matrix structures. Outstanding communication and relationship-building skills. Proven ability to plan and work autonomously. Effective cross-functional collaborator with a 'One Team' approach. Proven track record of influencing senior levels and mentorship experience. Strong interpersonal and organizational skills. Skilled in managing customer support teams effectively. Risk-averse and Agile attitude. Experience managing budgets. Ability to inspire, empower, mentor, and coach team members. Demonstrated expertise in developing and implementing best practices. Experience in stakeholder management * Mastery in following processes and tracking important metrics.