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 of the daily operations of the team.

• Communicate cross-functionally as required with 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 providing appropriate guidance

• Manage escalations on all levels of the organization.

• Participate in key projects to support local/corporate initiatives.

• Identify key improvement opportunities - e.g. system enhancements, processes, tools.

• Utilize system knowledge to provide appropriate guidance on transactional capability.

• Oversee management of customer-related data within ERP systems.

• Train and develop team members in processes / systems.

• Implement and maintain proper quality check process for CA&NCI processes

• Coordinate process improvement projects for the CA&NCI processes at EMEA level to enhance efficiency and drive productivity

• Be a key actor in reporting and operations measuring method development

• Be the first back up for Sr. Manager

• Support new leaders in their role

REQUIRED EDUCATION/EXPERIENCE:

• 4+ years of relevant customer service experience preferably in a technical environment.

• 2 + years of People management experience.

• A Bachelor's or Master's Degree is required.

• Demonstrates deep understanding of Client Service environment and proven knowledge of dealing with internal and external customers in matrix organization environment.

• Fluency of the English Language both written and verbal. Any other European language knowledge is an advantage.

• Experience with ERP systems.

• Advanced Microsoft Office user (Outlook, Excel).

• Excellent operational excellence mindset with results-oriented approach.

• Strong written and verbal communication skills.

• Process improvement mindset with good problem solving skills.

• Be able to mentor, coach and train other team members.

• Able to make decisions in the scope of his/her responsibility.

• Must possess self-motivation, enthusiasm, a positive attitude and 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.