Job Description

　　Job Title: Supervisor, Customer Service (CC LSG/LPG Address Book/Quotes)Reports to: Sr. Manager, Customer ServiceGroup / Division: LSGCareer Band: 6Number of Direct Reports: 10+Position Summary: A position has arisen for a Team Leader in our Customer Service Department, based at our new Shared Service Center 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-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.Key Responsibilities:• Responsible for the success of the daily operations of the team.• Communicate cross functionally as required with Finance, Logistics, Warehouse, 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 enhance the customer experience by providing appropriate guidance.• Participate in key projects to support local/corporate initiatives.• Identify key improvement opportunities - e.g. system enhancements, processes, tools.• Utilize system knowledge to provide appropriate guidance on transactional capability.• Oversee management of customer related data within ERP systems.• Train/present to other team's relevant CC tools/initiatives/strategies.• Complete other related duties/responsibilities as assigned.• Support and drive certain aspects of the order entry automation project from an order management perspective• Play a key role in the complaint's reduction initiative - analyse data, turn ideas into strategic goals• Stabilize the Order Teams to reduce the current attrition rate• Boost seniority in the respective team with effective 1:1's, coaching and mentoring• Build a high performing teams, attract, develop and retain highly skilled and motivated people and create a culture of excellence in line with our Thermo Fisher Values.Skills:• Demonstrated skills in people management & development preferred.• Experience in supporting projects.• Good written and oral communication skills are essential.• Must be able to interface effectively with internal & external customers.• Strong results focus and attention to detail are essential.• Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel.• Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team.• An ability to handle confidential and/or proprietary information. • Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team.• Excellent analytical and presentation skills required.• Must be task focused with enthusiasm and a flexible approach.Experience:• Requires experience as a team leader preferably in a shared services (Customer Care\Service) environment• Experience with Oracle or SAP• Experience in Order ManagementEducation:• Requires a Bachelor's degree from four-year college or university or equivalent work experience.Working Conditions:• Most of the physical demands are typical with those associated with an office environment.• Some travel may be required.• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.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.