Job
Description
Work Schedule Third Shift (Nights) Environmental Conditions Office Customer Service Manager – North America Customer Service Customer Channels Group (CCG) India – Bangalore About us: Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $35 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies, or increasing productivity in their laboratories, we are here to support them. Our team of more than 90,000 colleagues worldwide delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. Location/Division Specific Information: NA Customer Service – Bangalore, India Reporting to Sr Director, Customer Service N.A. Position Summary: Responsible for crafting an extraordinary customer service experience, driving a core, common and consistent approach across all teams as you provide input to the Customer Service Strategy. This role has responsibility for 6 to 7 direct reports and about 120 indirect reports. In this role you will be responsible for providing leadership, day to day operational excellence and employee engagement to ensure that the team realizes its full potential and delivers standards of excellence to the business. You will also need to create the culture that facilitates personal and professional development while working with key partners, particularly sales and commercial leadership, resource planning, IT, human resources and your peers, to deliver a seamless experience across Customer Service. Your responsibilities: Create, lead, and develop an extraordinary customer services team that aligns to our values. Administer career development and driving employee improvement plans with direct reports. Develop an environment of transparency and honesty where respectful challenge is encouraged and expected. Drive an environment of dedication and continuous improvement. Oversee departmental efficiency and build connections with key partners to identify and implement structural changes to improve customer experience delivery. Ensure that all staff handles transactions in accordance with defined procedures and standards. Drive the development of a one team environment where all resources are used to best serve the customer. Define/recommend process improvements through quality monitoring to meet current and future member needs/standards. Assume responsibility for key customer service projects/programs through the analysis, implementation, and evaluation phases. Develop summaries and/or recommendations on project/program. Support and drive quality guidelines/programs to address identified issues and emerging business needs. Review and supervise results of work/critical metrics and establish follow ups as necessary. Partner with Resource Management to evaluate and handle data/metrics/reports and drive remediation/performance improvement opportunities. Identify and communicate call quality patterns/trends to applicable partners (e.g., resource planning, Sr. leadership and training) to drive appropriate action and meet all critical metrics. Stays informed about current Customer Service technologies and standard methodologies. Takes knowledge and makes recommendations designed to improve effectiveness. Requirements/Qualifications: Bachelor’s Degree Required 10+ Years of experience in Order Management Portfolio for global operations 5+ years of Customer Service Leadership Experience or similar roles in operations and customer facing functions. Proven success in leading a team of people including mentorship and development. Practice in resource management and planning with strong commercial competence. Proven experience of successful leadership in a multi-channel customer service environment. Experience of process development and improvement with demonstrated experience using PPI to drive improvements. Proven experience with change leadership. Proven skills in the following: leadership, self-motivation, and communication. Strong interpersonal skills and ability to network effectively within a multi-stakeholder business. Adaptable and prepared to question the status quo and challenge processes and look to implement improvements based on the company approved methodology. Strong results orientation with the passion and focus to lead an impactful team. Experience working with and developing key performance indicators within a CS environment Join us and engage with our mission—enabling our customers to make the world healthier, cleaner, and safer. Apply online today! Show more Show less
