Customer Care Team Leader

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

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 Italy/Spain Dispatch team.

· Communicate cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.

· Ensure that the Key Performance Metrics for Customer Services are met.

· Support key Customer Care strategies to drive customer loyalty & resulting CAS score.

· 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/SKILLS:

· 2+ years of relevant customer service/shared service center experience preferably in a technical environment.

· 1+ years of People management experience.

· A bachelor’s 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 in English. Italian/Spanish desired Any other European 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.

Welcome

Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell?

About Us

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $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, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Accessibility/Disability Access

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

EEO

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.