Sr Manager, IES Customer Care

Work Schedule

Environmental Conditions

Job Description

Position overview:

As the Senior Manager for IES Customer Care you will have a crucial part in revolutionizing our customer service experience within the Global Business Services department of Thermo Fisher Scientific Inc. This position provides a remarkable chance to provide top-notch service guaranteeing outstanding operational efficiency in our EMEA division.

You will work closely with the wider Thermo Fisher Customer Service organization and commercial teams to ensure a great and consistent customer experience for our customers. You will be also responsible for managing team leaders supervisors and customer service team members to ensure that they are clear on roles responsibilities and priorities and that they deliver to mutually agreed goals to the highest performance standards.

Major areas of responsibility:

• Encourage and nurture a substantial (50) customer service team in Budapest promoting high engagement and ambition.
• Supervise a sophisticated customer service division concentrating on order processing quoting master data upkeep and administrative operations.
• Recruit guide and encourage team leaders supervisors and members to align with the companys vision and mission.
• Set clear goals and priorities ensuring efficient work prioritization.
• Contribute as a senior leader in developing and implementing tactical initiatives like process optimization and automation.
• Track and improve Key Performance Indicators particularly the Customer Allegiance Score (CAS).
• Participate in regional integration initiatives to build scalable solutions for future growth.
• Manage collaborator expectations and support issue resolution.
• Coordinate Service Level Agreements (SLAs) with key collaborators.
• Cultivate and uphold positive relationships with regional commercial and supporting teams.
• Participate in developing strategies and planning actions within the Customer Service team.
• Manage operational budgets efficiently.
• Foster a culture of continuous improvement within the team.
• Consistently work towards enhancing customer satisfaction.

Required education/experience:

• 5-8 years of experience overseeing and guiding customer service teams.
• Bachelors degree or equivalent experience from a recognized institution.
• Proficiency in English; additional European languages are beneficial.
• Strong understanding of service processes and matrix organizations.
• Excellent communication and relationship-building skills.
• Autonomous work planning capabilities.
• Strong cross-functional collaboration and a united approach.
• Proven senior-level influence and mentoring experience.
• Outstanding interpersonal and organizational skills.
• Demonstrated ability to achieve balanced business objectives including customer employee and financial goals.
• Proficient in the effective management of budgets.
• Ability to encourage mentor and coach team members.
• Proficiency in developing and implementing guidelines.
• Proficient in collaborating with others.
• Demonstrated skill in following processes and managing critical metrics.
• Preferred experience in commercial and accounting areas.

What We Offer:

• Competitive Compensation Package:Benefit from a competitive salary Cafeteria benefits (SZÉP-card allowance) and an annual performance-based bonus. Flexible working arrangements and monthly pension fund contributions after six months of employment are also included.

• Comprehensive Health & Well-being Support:Enjoy a Medicover health insurance package with health screenings life accident and critical illness insurance as well as access to discounted dental care services. Stay active with a discounted All You Can Move Sport Pass and relax in our dedicated office areas equipped with massage chairs.

• Career Growth & Professional Development:Advance your skills through soft and hard skill training continuous learning opportunities and complimentary language courses available after three months of employment.

• Modern & Convenient Work Environment:Work in a modern office featuring standing desks and ergonomic chairs located approximately 10 minutes from the city center with complimentary parking provided.

• Inclusive Multilingual Culture:Join our multilingual work environment with native colleagues fostering a vibrant collaborative atmosphere supported by innovative technology.

• Engaging Community & Events:Participate in exciting team and company events including social responsibility initiatives and after-hours activities as we celebrate diversity and shared achievements.

We offer an innovative forward-thinking environment with outstanding career development prospects. Join us and be part of a team that stands for integrity intensity involvement and innovation.

Our Mission is to enable our customers to make the world healthier cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100000 colleagues we share a common set of values - Integrity Intensity Innovation and Involvement - working together to accelerate research solve complex scientific challenges drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific where diverse experiences backgrounds and perspectives are valued.