Supervisor, Customer Service

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Discover Impactful Work:

Our Customer Service Supervisor leads all aspects of our Customer Care Colleagues who deal with customers via phone, email or chat. The CSR’s respond to varying customer service requests from order entry, quotations to order management such as tracking delivery, credit or return requests in addition to specialty functions such as claims/ deductions, processing returned goods, customer concerns, etc. The Supervisor will assist in training, coaching and mentoring our colleagues on how to deliver the best customer experience possible and align with the Company goals and objectives.

A Day in the Life:

• Guide and manages a team of CSR’s towards achieving operational goals such as accurate order entry, timely response to requests, telephone metrics, achieving quote service levels and meeting quality standards.
• Ensure all work is accurately distributed and prioritized, crafting an even workload across team
• Maintains a strong, proven understanding of company’s brands, systems, process and procedures and able to provide daily support and guidance to the employees.
• Monitors and evaluates individual colleagues as well as team performance using daily/weekly/monthly reports
• Holds regular coaching sessions, goal setting, and performance meetings with team members, to continually improve the services and cultivate an environment where the team can excel through encouragement, support and empowerment.
• Contacts customers with escalated issues to achieve full resolution for the customer.
• Actively supports company’s drive for continuous improvement and is involved in innovative solutions that increase customer allegiance and profitability.

Keys to Success:

• Bachelors Degree preferably in Science or Business or equivalent work experience.
• 2 years of customer service management experience, preferred.
• Confirmed ability to lead, coach and empower a team to optimal performance.
• Good interpersonal and communication skills to relate well to customers, employees, and peers.
• Strong ability to place customer experience and satisfaction at the forefront.
• Sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
• Strong analytical skills to be able to evaluate information and procedures, understand and act on customer requests, and respond to issues with creative problem solving.
• Excellent organizational skills to meet deadlines in a fast-paced environment.

• Computer literate and solid understanding of customer service software, databases and tools.

Non-Negotiable Hiring Criteria:

• Must possess the leadership and supervisory skills be able to lead, coach and empower a large number of employees along with excellent interpersonal skills to relate well to employees, peers, various levels of management, and have a strong customer orientation to develop strong customer relationships.
• Must possess strong analytical and problem-solving skills to be able to evaluate, interpret information and procedures, understand and act on and resolve issues with creative problem solving.
• Must possess strong organizational skills to meet service levels, assist staff in prioritizing work and balance multiple projects.
• Able to apply good judgment and decision-making skills in looking after a variety of routine issues.
• Remain focused on continuous improvement while showing respect and for individuals.

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 100,000 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.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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