Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

As a CustomerServiceManager,you willbe responsible forthe customerserviceteam in Global Business Services. You willbe responsible fordriving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of thebusinessdivision in EMEA.

You will work closely with the widerThermoFisher CustomerServiceorganization and commercial teams to ensurea greatand consistent customer experience for our customers. You will be also responsible for managing team leaders,supervisorsand customerserviceteam members to ensure that they are clear on roles,responsibilitiesand priorities, and that they deliver to mutually agreed goals to the highest performance standards.

MAJOR AREAS OF RESPONSIBILITY:

• Motivation and development of a large (~50) customerserviceteam inManilato ensure high engagement levels.

• Day to daymanagement of a complex customerserviceorganizationwith special focus onorder management,quotationsand other administrativeprocesses

• Recruit, direct, coach, inspire teamleadssupervisorsand team members of the customerserviceteamto achieve and support the vision and missionof the company

• Set clear goals for employees to ensure prioritization of work.

• Participate as a senior leader helping to develop operating plans and toexecute ontactical initiatives including process improvement,automationand efficiency projects

• Track and improvement of Key Performance indicators in particular the role will share responsibility for driving the customer allegiance score (CAS) forThermoFisher

• Participate in regional integration initiatives with teams acrossThermoFisher aimed at building scalable solutions for future growth.

• Manage keystakeholdersexpectations and support any issue resolutionactivitiesas necessary

• Manage relevantSLA’swith key stakeholders withinThermoFisher

• Build andmaintainstrong workingrelationshipwith theregionalCommercial andother supporting functionalteams

• Participate as part of aThermoFisher CustomerServiceteam to set strategyand actions to underpin goals and targets

• Foster an environment of continuous improvement within the CustomerServiceteam

• Consistently workon initiativesto improve customer satisfaction

REQUIRED EDUCATION/EXPERIENCE:

• 5-8+yearsexperienceof managing people andleading ina customerserviceenvironment

• Bachelor’s degree from college or university

• Fluency of the English Language both written and verbal.

• Strong understanding of service and customerserviceprocessesand matrix organization

• Strong communicationand relationship building skills

• Ability to plan work and work with a high degree of autonomy

• Strong cross-functional collaboratorand‘One Team’ thinker

• Proventrack recordof meeting businessobjectives, employee,customerand financial metrics

• Strongintrpersonalandorganizationalskills

• Proventrack recordof meeting balanced businessobjectives,employeeand customer and financial.

• Experience ofmanaging budgets.

• Abilitytoinspireandempower, mentor andcoach

• ​Experience ofdeveloping and implementing best practices.

• Experiencein stakeholder management

• Experience with Process adherence and KPI management & tracking

ThermoFisher Scientific is an EEO/Affirmative Action Employer and does not discriminateon the basis ofrace, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other le

gally protected status.