AIG CS Manager
AIG CS Manager
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Job Description
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Crucial Duties and Responsibilities
Guide a team on the rise through your leadership capabilities and customer service background. Formulate and put into action strategies to boost customer happiness playing a direct role in the companys prosperity. Enjoy a dynamic environment while advancing your career.
Lead a team to accomplish business objectives for the Analytical Instrument Group (AIG) at Thermo Fisher Scientific. Duties comprise:
- Encourage the development of a customer-centric environment and enhance customer service protocols.
- Evaluate feedback and uphold benchmarks.
- Share information and raise concerns promptly to mitigate business risks.
- Solve internal challenges as a business partner.
- Analyze important data points and responsibilities into team objectives and guide their accomplishment.
- Manage sophisticated issues spanning multiple departments and promote teamwork for improvements.
- Use data-driven approaches for quick problem-solving and decision-making.
- Identify and visualize unstable processes to improve efficiency and reduce errors.
- Record and represent customer service operations and manage schedules.
- Comprehend team duties through SAP for order fulfillment stock control pricing strategies customer inquiries shipment processes and record-keeping. Offer recommendations and supervise task delegation.
- Handle various customer inquiries and complaints received via phone email and fax.
- Reduce risks associated with order backlog and delivery delays through cross-departmental collaboration and information sharing.
- Communicate delivery information promptly to customers and sales teams.
- Establish a system for quick information transmission and corrective actions.
- Analyze causes of errors and implement preventive measures.
- Manage customer service costs and labor supervise outsourced work quality.
- Participate in or appoint team members to internal improvement projects.
Qualification Required:
- Bachelors or Masters degree or equivalent experience
- Supervisor experience in a call center or similar environment
- 5 years in supply chain management order management
- Proficiency in Microsoft Office especially Excel
- Proficiency in SAP or ERP for handling orders and managing accounts receivable
- Experience working across multiple departments or project management
- Capacity to develop connections with collaborators lead teams and address intricate challenges
- High interest in organizational analysis and problem-solving
- Ability to prioritize and multitask
- Customer focused and adaptable to new tasks
Preferred:
- Experience managing teams and evaluating performance
- Experience in business improvement methodologies like Six Sigma
- General knowledge of accounting and finance
- Proficiency in English reading and writing
Career Path/Position Appeal
We are seeking both established managers and individuals with managerial aspirations for this role. If you have experience mentoring coworkers and are motivated to oversee a team in driving the companys growth we invite you to apply.
Team Structure
Customer Service is part of AIG Operations within the Supply Chain division reporting to the AIG Operations manager. The team handles orders delivery and sales of analytical instruments and aftermarket consumables. The team consists of seven women with a homey atmosphere low overtime and high vacation usage. Some tasks are outsourced requiring management of external companies.
Required Experience:
Manager
Employment Type
Full-Time
