Senior Manager, Customer Service (Night Shift)

Work Schedule

Environmental Conditions

As a Senior Manager, Customer Service at Thermo Fisher Scientific Inc., you will be part of a world-class team dedicated to delivering outstanding customer experiences. You will play a crucial role in driving operational efficiency in key transactional areas that are vital to our business success!

You will work closely with various teams throughout the organization to guarantee a seamless and uniform customer experience. Taking charge of a team of enthusiastic customer care professionals, you will outline responsibilities, prioritize tasks, and define specific objectives to meet top-notch performance criteria.

Major areas of responsibility:

• Encourage and cultivate the customer care team.
• Manage day-to-day operations of a complex customer care organization.
• Recruit, direct, mentor, and encourage team leads and members to support our vision and mission.
• Establish clear goals to guarantee effective prioritization of tasks.
• Develop and complete tactical initiatives, including process improvements.
• Keep an eye on and boost critical metrics, with a focus on customer allegiance scores (CAS).
• Participate in regional integration initiatives to build scalable solutions for future growth.
• Manage key points of contact for strategic accounts.
• Coordinate Service Level Agreements (SLAs) with key collaborators.
• Contribute to planning and implementing initiatives within the Customer Care team.
• Manage operational budgets.
• Foster a culture of continuous improvement.

Required education/experience:

• 5-8 years of experience managing and leading in a customer care environment.
• Bachelor's or equivalent experience from an accredited institution.
• Proficiency in English, both written and verbal.
• Proficient knowledge of customer support procedures and matrix structures.
• Outstanding communication and relationship-building skills.
• Proven ability to plan and work autonomously.
• Effective cross-functional collaborator with a One Team approach.
• Proven track record of influencing senior levels and mentorship experience.
• Strong interpersonal and organizational skills.
• Skilled in managing customer support teams effectively.
• Risk-averse and Agile attitude.
• Experience managing budgets.
• Ability to inspire, empower, mentor, and coach team members.
• Demonstrated expertise in developing and implementing best practices.
• Experience in stakeholder management
• Mastery in following processes and tracking important metrics.