Job Information
ThermoFisher Scientific Supervisor Customer Services – Contract Administration in Quezon City, Philippines
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
POSITION OVERVIEW:
A position has arisen for a Supervisor in our Customer Service Department, based at our Shared Service Centre in Manila. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.
MAJOR AREAS OF RESPONSIBILITY:
Responsible for the success ofthedaily operations of the team.
Communicate cross-functionally asrequiredwith Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
Ensure that the Key Performance Metrics for Customer Services are met.
Support key Customer Care strategies to drive customer loyalty & resulting CAS score.
Support Sales to enhance the customer experience by providingappropriate guidance
Manage escalations on all levels of theorganization.
Participate in key projects to support local/corporate initiatives.
Identifykey improvement opportunities -e.g.system enhancements, processes, tools.
Utilize system knowledge to provideappropriate guidanceon transactional capability.
Oversee management of customer-related data within ERP systems.
Train and develop team members in processes / systems.
Implement andmaintainproper quality checkprocessfor CA&NCIprocesses
Coordinate process improvement projectsfor theCA&NCI processes at EMEA levelto enhance efficiency and drive productivity
Be a keyactorin reporting and operations measuring method development
Be the first back up for Sr. Manager
Supportnew leadersin their role
REQUIRED EDUCATION/EXPERIENCE:
4+ years of relevant customer service experiencepreferably in a technical environment.
2 + years of People management experience.
ABachelor's or Master'sDegree isrequired.
Demonstrates deep understanding ofClientService environment and proven knowledge of dealing with internal and external customers inmatrixorganization environment.
Fluency of the English Language both written and verbal.Any other Europeanlanguage knowledge is an advantage.
Experience with ERP systems.
Advanced Microsoft Office user (Outlook, Excel).
Excellent operational excellence mindset withresults-oriented approach.
Strong written and verbal communication skills.
Process improvement mindset with goodproblem solvingskills.
Be able to mentor,coachand train other team members.
Able to make decisions in the scope of his/her responsibility.
Mustpossessself-motivation, enthusiasm, a positiveattitudeand perform as a team player.
Thermo 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 legally protected status.
Thermo 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 legally protected status.