Senior Manager, Customer Service (Night Shift)
Senior Manager, Customer Service (Night Shift)
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Job Description
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
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.
- Bachelors 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.
Required Experience:
Senior Manager
Employment Type
Full-Time
