Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com. Job Title: Senior Manager Customer Service Reports to: Director, Customer Service Group / Division: Career Band: 8 Position Location: Heredia, Costa Rica Number of Direct Reports: 50+ POSITION OVERVIEW: As a Customer Care Sr Manager, you will be part of a multi-cultural team and enjoy working in an international setting. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the business. 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: Motivation and development of a large customer service team in Costa Rica to ensure high engagement levels. Day to day management of a complex customer service organization with special focus on order management, quotations, customer master data and other customer service processes. Recruit, direct, coach, inspire team leaders, supervisors and team members of the customer service team to achieve and support the vision and mission of the company. Set clear goals for employees to ensure prioritization of work. As a senior leader, develop plans to execute tactical initiatives including process improvement, automation and efficiency projects. Track and improve Key Performance indicators. The role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher and other specific customer service KPIs Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth. Manage key stakeholders’ expectations and support any issue resolution activities as necessary. Manage relevant SLAs with key stakeholders within Thermo Fisher. Build and maintain strong working relationships with the regional Commercial and other supporting functional teams. Participate as part of a Thermo Fisher Customer Service team to set strategy and actions to underpin goals and targets. Responsibility for managing operational budgets. Foster an environment of continuous improvement within the Customer Service team. Consistently work on initiatives to improve customer and employee satisfaction. REQUIRED EDUCATION/EXPERIENCE: 5- 8 years experience of managing people and leading in a customer service environment. Bachelor’s degree from college or university. Fluency of the English Language both written and verbal. Strong understanding of service and customer service processes and matrix organization. Strong communication and relationship building skills. Ability to plan and work with a high degree of autonomy. Strong cross-functional collaborator and ‘One Team’ thinker. Proven track record of influencing at senior levels and coaching experience. Strong intrpersonal and organizational skills. Proven track record of meeting business objectives, employee, customer and financial metrics Ability to inspire and empower, mentor and coach. ​Experience of developing and implementing best practices. Experience in stakeholder management. Experience with Process adherence and KPI management & tracking 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 le gally protected status.