Team Leader, Customer Service - Italian/Spanish Team

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, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Location: Budapest/Hungary

POSITION OVERVIEW:

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

MAJOR AREAS OF RESPONSIBILITY:

• Responsible for the success of the daily operations of the Italian/Spanish Dispatch team.
• Communicate cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Build and maintain excellent working relationship with our key partners
• Ensure that the Key Performance Metrics for Customer Services are met.
• Support key Customer Care strategies to drive customer loyalty & resulting CAS score.
• Handle customer satisfaction survey responses and related tasks
• Support Sales to improve the customer experience by providing appropriate guidance.
• Handle critical issues and escalations received by the team promptly and efficiently.
• Participate in key projects to support local/corporate initiatives.
• Identify key improvement opportunities - e.g. system enhancements, processes, tools.
• Use system knowledge to provide appropriate guidance on transactional capability.
• Responsible for the management of customer-related data within ERP systems.
• Train, develop and motivate team members in a challenging environment with demanding customers.

REQUIRED EDUCATION/EXPERIENCE:

• 2+ years of relevant customer service/shared service center experience preferably in a technical environment.
• 1+ years of People management experience.
• A Bachelors Degree is required – exceptional candidates with equivalent work experience can be considered.
• Demonstrates fair understanding of Client Service environment and handling internal and external customers in matrix organization environment.
• Proficiency of the English, Italian language knowledge is an advantage
• Experience with ERP systems (SAP).
• Independent Microsoft Office user (Outlook, Excel).
• Excellent operational excellence attitude with results-oriented approach.
• Strong written and verbal communication skills.
• Process improvement mentality with good problem solving skills.
• Be able to train and develop other team members.
• Be able to make decisions in the scope of their responsibility.
• Must possess self-motivation, passion, a positive attitude and enjoys working as a team.