Supervisor, Customer Care

5 days ago

Singapore Thermo Fisher Scientific Full time

It's more than just something that fills our days. At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters. We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe.

In Thermo Fisher, customers are at the center of everything we do. You will provide on-site leadership and day to day leading, supervising, and mentoring a team Customer Care Representatives (CCR) to services channel partners and commercial for Laboratory Products Division in Southeast Asia. You will carry out supervisor responsibilities in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality to provide excellent supports with sharp focus on customer satisfaction as keys to business growth and improving key deliveries including but not limited to order accuracy, on-time fulfillment, customer allegiance, employee involvement and gaining efficiencies through continuous improvement and sharing best practices. You understand our Customer Care role and contribution in the commercial to-to-market strategy and own the customer Experience. You are professional, and capable of thriving tight deadline, in a fast-paced team environment. At all times, you place our Customers First.

**Key responsibilities**

Liaise closely with your manager in setting team goals, formulate plans to achieve and continuous tracking results to find opportunities for improvement. Be responsible for daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits).

Lead, empower, coach, and mentor the Customer Care Team including hiring and on-boarding of new employees. Conduct regular team meetings, and one-on-one with team members. Provide and build a safe environment which encourages partnership, teamwork and trust.

Support employee career development, identify training opportunities, and performance reviews. Identify key contributors/performers and develop talent for succession planning.

Plan, prioritize, direct and review work flow and project assignments periodically as well as ensure Key Performance Index is met.

Own customer issues, conducting root-case-analysis of situations to resolve by using the best approach and resources, and follow through to resolution within stapled time frame

Be a CAS (Customer Allegiance) ambassador for creating positive customer experiences. Make joint customer visits with sales team where necessary to solicit voice of customers and grow business relationships with customers. Review CAS data, initiate customer contact to investigate complaints/appreciate positive feedback and facilitate required changes to drive improvement.

Provide regular internal communications on CX initiatives, and calls to action by leading and/or participate in cross-divisional/company-wide customer experience initiatives or projects.

Engage regularly with commercial and functional leaders/cross function teams to build strong rapports. Support sales and marketing teams in promotions and offering functional expertise where applicable.

Ensure strict compliance to company policies and procedures (code of conduct, ethics and compliance, service level agreement, order fulfillment processes, etc.) and maintain a good record of documentation for audit purpose.

Any other tasks or projects will be assigned appropriately by the Manager/Senior Manager.

Be an effective Change Agent. Who lead by example and know how to handle periods of change Lead the team through such periods, displaying motivating and encouraging behavior. Change is not a scary word to you. You thrive in organizations that constantly adapt and evolve.

You think on your feet. You love changes. You like learning new things and can learn quickly. When things change, you know how to roll with the punches and be a change agent who infects the team with your positive energy.

Be a trusted business partner to functions (i.e. sales, marketing, accounting, etc.) Understand the business strategy of the business divisions and work with the commercial sales team to drive organic growth.

You have a bachelor’s degree in Life Sciences or Business, with at least 5 years of Customer Care or related customer-facing roles, and at least 2 year of supervisory leadership experiences. Have a consistent track record of process improvement and performance management. Knowledge of Oracle Enterprise One (E1) and/or SAP will be an added advantage. Excellent in writing and communicate clearly in English and Chinese/Mandarin, can articulate just about anything to anyone, with tact and subtlety.

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