Team Leader, Customer Service

Position Summary:

A position has arisen for a Team Leader in our Customer Service Department based at our new Shared Service Center inManila. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty maximizing business performance and aligning to the overall businessobjectivesto enable growth.

Key Responsibilities:

• Lead a team of customer service representativesin the fieldof administration order management quotationsmasterdata.

• Responsible for the success of the daily operations of the team.

• Drive the resolution of complex customer requirementsmanageand follow upescalations liaising with partner functions.

• Communicate cross functionally aswith Finance Logistics Warehouse Technical Service Regulatory Legal Sales Marketing and Quality Systems.

• Ensure that the Key Performance Metrics for Customer Services aremet

• Support key CustomerServicestrategies to drive customer loyalty & resultingcustomer satisfactionscore.

• Support Sales to enhance the customer experience by providingappropriate guidance.

• Drive andparticipatein key projects to support local/corporate initiatives.

• Identifykey improvement opportunities-e.g.system enhancements processes tools.

• Utilize system knowledge to provideappropriate guidanceon transactional capability.

• Oversee management of customer related data within ERP systems.

• To meet the demands of business capacity and seasonality it may be necessary to lead cross training and cross support initiatives by partnering other customer service teams.

• Stabilize theOperationsTeams to reduce theattrition rate.

• Boost seniority in the respective team with effective 1:1s coaching and mentoring.

Skills:

• Demonstrated skills in people management & development.

• Experience in supportingefficiency and productivityprojects.

• Good written and oral communication skills are essential.

• Must be able tointerface effectively withinternal & external customers.

• Strong results focus and attention to detail are essential.

• Demonstrated ability with systems is critical including Outlook PowerPoint & Excel.

• Good organisational skills are necessary as is the ability to use own initiative and collaborate well within a team.

• An ability to handle confidential and/or proprietary information.

• Good organisational skills are necessary as is the ability to use own initiative and collaborate well within a team.

• Excellent analytical and presentation skills.

• Must be task focused with enthusiasm and a flexible approach.

Experience:

• A minimum of 3years customer service leadership experience ispreferably in a shared services environment.

• Experience with ERP systems.

Education:

• Requires aBachelorsdegree from four-year college or university or equivalent work experience.

Working Conditions:

• This position requires repetitive typing and regular use of a computerplus multiple displays.

• Most of the other physical demands are typicalwiththose associated with an office environment.

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

ThermoFisher Scientific is an EEO/Affirmative Action Employer and does not discriminateon the basis ofrace color religion sex sexual orientation gender identity national origin protected veteran statusdisabilityor any other legally protected status.