EXPLORE

Careers at ThermoFisher Scientific

Apply Now >>    
Job ID :
42954BR
Location :
US - New York - Grand Island
:
Job Description
When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

The Senior Manager will be responsible for utilizing all resources to manage, meet or exceed domestic and international customer expectations in the daily operation of Customer Care. In this role, you will ensure customer satisfaction by understanding requirements, issues, and developing customer-oriented strategies, policies, and practices. You also will manage staff and develop organizational, operational, and budget plans associated with the Customer Care organization. Maintain responsibility for direct reports and provides leadership and guidance for the entire department (130 employees) and maintain a high level of safety awareness and actively support site policies. This leadership position requires independent action and a high degree of initiative in resolving, developing and implementing problem resolutions. This role will be responsible for managing Customer Care at two sites in N. America: Grand Island, NY and Rockford, IL.

Responsibilities:
  • Manage, direct and develop Customer Care leadership team.
  • Support strategic vision for Customer Care in North America.
  • Participate in leadership level business reviews; provide status reports (trends, focus areas for improvement, etc.) on CAS and KPI’s.
  • Collaborate with Training and Quality teams on evaluating performance, coaching personnel, and identifying opportunities to increase customer satisfaction.
  • Support company leadership in achieving overall business plan and revenue objectives; interface closely with operations, supply chain, and commercial organization
  • Apply PPI methodology to identify and implement process improvements.
  • Recommend and administer input for annual reviews, recognition, and disciplinary action.
  • Effectively resolve complex customer complaints; and demonstrate persistence and a sense of appropriate urgency to resolve problems or process improvements successfully.
  • Enforce established standards and performance measurements.
  • Anticipate problems or needed process improvements and generate ideas followed up with a bias for action and results.
  • Analyzes daily statistical contact center activity data.

Minimum Qualifications:
  • Bachelor’s Degree
  • 7+ years’ of experience working in a customer service environment.
  • 5+ years’ experience managing a customer service organization across multiple locations.
  • Strong analytical and critical thinking abilities; demonstrated problem solving and root-cause/countermeasure skills
  • Experience in managing customer feedback and loyalty programs
  • Demonstrated experience managing a sizeable budget.
  • Formal training in PPI, six-sigma or equivalent business improvement.
  • Experience managing projects to successful outcomes, engaging and collaborating with personnel at all levels.
  • Demonstrated understanding and application of industry KPIs.
  • Must have working knowledge of order fulfillment processes.
  • Exceptional people skills, exhibiting the ability to work comfortably and communicate with individuals at all levels within the company.
  • Results-oriented with the ability, to set priorities, deliver superior quality and meet aggressive timelines.
  • Clear ability to network and leverage resources from other geographic sites.
  • Creative in dealing with shifting requirements and comfortable in pressure situations.
  • Strong attention to detail and organizational skills.
  • Demonstrated problem solving and analytical ability utilized to drive data driven conclusions and recommendations.
  • Experience presenting to senior leadership.
  • Proficient in MS Office, including Excel and PowerPoint.

Preferred Qualifications:
  • MBA highly preferred.
  • Demonstrated ability to work in a matrix organization.
  • Statistics, business modeling and/or data analytics experience.
  • Knowledge of restrictive trade practice or boycott transactions and US Denied Persons/Companies list; and export regulations and current US embargoed countries

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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.





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.
Apply Now >>    
Join our Talent Community

If you're ready to make a difference in the world, you can do it here.

Join
Refer a friend

Already work here? Help us write our next chapter

Refer Now

SHARE

5 Reasons to Work at Thermo Fisher Scientific
View
Search Jobs by Map
Search