Supervisor, Customer Service

Job Description

We are seeking an experienced and results-driven Customer Services Supervisor to lead our customer services team. The Customer Services Supervisor will be responsible for overseeing day-to-day operations, ensuring excellent service for both external and internal customers, and implementing strategies to enhance customer satisfaction. The ideal candidate has exceptional leadership and organisation skills, a customer-centric mindset, and a proven track record in managing customer service teams.

• Train, manage and support a small team of up to ca. 5 people to deliver accurate invoicing through training and consistent process compliance including performance evaluation, and development.
• Drive completeness of records for audit compliance and retrospective data reference through maintaining a repository of contract, purchase order and communication (internal and external)
• Coordinate with toller sites for accurate invoicing and revenue recognition, with completion of month end closure activities in line with corporate deadlines
• Explore process improvement opportunities to streamline process and remove waste activities.
• Monitor and analyse customer service metrics, prepared monthly, and presented internally and to key stakeholders.
• Collate and load revenue (SAC) data and revenue by geography on a monthly basis to the corporate timelines.
• Coordinate audit data collation for internal and external audits
• Support the cash collections process through quick dispute resolution.
• Handle escalated customer inquiries or complaints, ensuring prompt and effective resolution

Knowledge, Skills and Abilities: 

• Demonstrated ability to train, coach and manage staff.
• Foster a positive and motivating work environment, promoting teamwork, open communication, and a customer-centric culture.
• Knowledge of accounting/financial principles.
• Excellent analytical and quantitative skills.
• Microsoft Excel, PowerPoint and BI for analysis and presentation of data.
• Excellent organisation with the ability to prioritize tasks, multitask, and meet deadlines.
• Excellent communication skills both written and verbal.
• Excellent interpersonal skills.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory with PPD, part of Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.