Sr Manager, Customer Service - France / Italy / Switzerland

Work Schedule

Environmental Conditions

Job Description

Senior Customer Service Manager – France / Italy / Switzerland

Customer Channels Group (CCG) – Research & Safety Division (RSD)

France, Illkirch

About us:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $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 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. For more information, please visit www.thermofisher.com.

Division Specific Information:

The Research and Safety Market Division (RSD) is a division of Thermo Fisher Scientific, branded as Fisher Scientific, which markets and sells a vast portfolio of laboratory products and services. RSD’s portfolio represents the product lines of thousands of supplier/manufacturers in the laboratory space, both internal and external to Thermo Fisher and includes Pharmaceutical, Biotech, Academic, Industrial and Government institutions that maintain scientific laboratories and engage in scientific research activities.

How will you make an impact?

The Senior Manager Customer Service for France, Italy & Switzerland is responsible for creating an outstanding customer service experience, driving a core, common and consistent approach across Europe as you provide input to and implement the European Customer Service Strategy. In this role you will provide leadership, day to day operational excellence and employee engagement to ensure that the team realizes its full potential and delivers standards of excellence to the business. You will build the culture that facilitates personal and professional development whilst working with peers and key cross-functional partners to continuously improve processes and to deliver a flawless experience across Customer Service.

What will you do?:

• Create, lead and develop an extraordinary customer service team (4 Customer Service Supervisors & approx. 65 Customer Service Representatives) that aligns to our values
• Attract, hire and develop exceptional, diverse talent empowered to excel in the Thermo Fisher Scientific culture. Perform annual and mid-year PMDs.
• Develop a culture of openness and honesty by providing open, timely and useful feedback to recognize and enable exceptional performance.
• Apply strong communication, interpersonal and change management skills as you drive an environment of dedication and continuous improvement.
• Drive Key Customer care metrics in line with targets and monitor departmental effectiveness to continuously improve customer experience delivery. Use the PPI (Practical Process Improvement) methodology to remove barriers to success
• Ensure that all staff handle transactions in accordance with defined procedures and standards
• Dedicated to meeting and exceeding the expectations and requirements of our customers – take ownership for the Customer Service CAS score within your region
• Assume responsibility to drive, support and implement key customer service projects.
• Partner with Resource Management to evaluate and handle data/metrics/reports and drive remediation/performance improvement opportunities.
• As a member of the Site Leadership Team of the Illkirch site, you will actively contribute to the site initiatives

Requirements / Qualifications:

• Ideally degree qualified or equivalent business qualification
• 5+ years of Customer Service Leadership Experience in a multi-channel customer service environment
• Shown success in leading a large team of employees including change management, coaching and development
• Strong and self-motivated leader with open and clear communication
• Excellent social skills with the ability to network effectively within a multi-stakeholder business
• Practiced in resource management and planning with strong commercial acumen
• Experience of process development and improvement
• Strong results orientation with the passion and focus to lead an impactful team
• Ability to speak and write in French and English fluently.