Senior Manager, Customer Service (Night Shift)
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Electron microscopes reveal hidden wonders that are smaller than the human eye can see. They fire electrons and create images, magnifying micrometer and nanometer structures by up to ten million times, providing a spectacular level of detail, even allowing researchers to view single a ... View more
