Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

POSITION OVERVIEW:

We have an opening for a Team Leader in our Customer Service Department, located at our Shared Service Centre in Manila. This is an exciting chance for a driven individual who has prior experience in team management within a fast-paced customer-centric setting. This role provides excellent prospects for professional development. The main responsibility is to ensure team members consistently deliver exceptional customer service and cultivate customer loyalty. Additionally, the role involves supporting business performance and aligning with overall growth objectives.

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

• Handle and address issues that arise at any level within the organization

• Participate in key projects to support local/corporate initiatives

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

• Apply your understanding of the system to offer relevant guidance on transactional capability

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

• Train and develop team members in processes/systems

• Implement and maintain a 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 backup for Sr. Manager

• Support new leaders in their role

REQUIRED EDUCATION/EXPERIENCE/SKILLS:

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

• 2 years of People management experience

• Bachelor's degree is required.

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

• Fluency in the English Language, both written and verbal. German language knowledge is an advantage

• Experience with ERP systems

• Advanced Microsoft Office user (Outlook, Excel)

• Strong focus on operational efficiency and a commitment to achieving measurable outcomes

• Strong written and verbal communication skills

• Strong focus on process improvement and effective problem-solving abilities.

• Able to mentor, coach, and train other team members

• Capable of making decisions within the scope of their responsibility

• Seeking individuals who are self-motivated, enthusiastic, display a positive attitude, and thrive in collaborative environments

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.