Work Schedule

Flex Shifts 40 hrs/wk

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 Care
Reports to: Director, Customer Care
Group / Division:
Career Band: 8
Position Location: Lagunilla, Costa Rica
Number of Direct Reports: 50+

POSITION OVERVIEW:

As a Customer Service Sr Manager, you will be responsible for the Customer Care team in Global Business Services. 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 division in AMERICA.

You will work closely with the wider Thermo Fisher Customer Care 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 Care 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 (50+) customer service team in Costa Rica to ensure high engagement levels.
• Day-to-day management of a complex customer service organization with a strong focus on proactive operational data management.
• Recruit, direct, coach, and inspire team leads 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.
• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement, automation and efficiency projects.
• Track and improvement of Key Performance indicators in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher.
• 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 SLA’s with key stakeholders within Thermo Fisher.
• Build and maintain strong working relationship 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 satisfaction.

REQUIRED EDUCATION / EXPERIENCE / SKILLS:

• 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 work 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 interpersonal and organizational skills.
• Proven track record of meeting balanced business objectives, employee and customer and financial.
• Experience of managing budgets.
• 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
• Experience with commercial and accounting areas is preferred