Team Leader, Customer Service

Job Summary

Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where youll contribute to our mission to make the world healthier, cleaner, and safer. Youll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, youll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances.

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Role Responsibilities

• Understand the Customer Care Business and Identify relevant KPI s and drive the KPIs efficiently. Customer-centric and keenly aware of markets, trends, and competitors.
• Provide immediate supervision to Customer Care staffs and operates with no supervision in a complex environment
• Handle escalated customer service issues either through direct personal action or refer to the proper individual/department
• Proactively identify, define and solve the most complex problems that impact the functioning of the Team. Anticipates internal and/or external business challenges recommend develops process or service improvement plans and recommend to Customer Service Manager.
• Administer annual reviews and performance improvement plans.
• Leads projects within the team to achieve milestones and objectives. Carries out tasks in compliance with the agreed procedure to assist the company in meeting its quality objectives.
• Strong analytical skills and ability to work in an unstructured and evolving environment
• Proven ability to lead cross-functional teams through influence versus direct management; excellent interpersonal skills
• Embrace change. Drive change in the team with a positive approach.
• Maintain and promote social, ethical and organizational norms in conducting all affairs. Ability to think and act effectively, acting for the greater good of the organization. Embraces and leverages the diversity of culture and thought
• Authentic, transparent and leads by example, holding self and others accountable. Inspires motivates and collaborates with others

Other Requirements

• Any graduate with a minimum of 8 years of experience.
• 5 years of Hands-on experience in Order Management.
• Must have managed a team for at least 2+ years.
• Experience in Quality management is desired.
• Experience working in SAP or Salesforce will be an advantage.
• Advanced proficiency with Microsoft Office suite (Excel, PowerPoint, Outlook)
• Ability to adapt in a dynamic environment and manage multiple priorities
• Strong organizational and time management capabilities
• Experience in implementing process improvements and standardization
• Collaborative mindset with ability to support others and create a positive work environment
• Display excellent verbal and written communication and interpersonal skills.
• Highly detail-oriented and organized with excellent analytic and problem-solving abilities
• Able to multi-task, prioritize and manage time effectively
• Ability to work cross-functionally and build strong stakeholder relationships
• Ability to work under pressure
• Customer-centric mindset and ability to adapt/respond to different types of tasks
• Should be Flexible to work in Night Shift.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.