Supervisor Customer Service

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Key Responsibilities:  

• Guides and leads a large team of CSR’s towards achieving operational goals such as accurate order entry, timely response to requests, effective telephone metrics, achieving quote request service levels while meeting quality standards.
• Evaluate appropriate staffing v/s business volume and explore opportunities to create capacity.
• Ensure all work is accurately distributed and prioritized with an even workload across team(s).
• Act with Integrity and lead by example providing on the job guidance, motivation and coaching to Team leads, help drive their metrics to meet the organizational goals.
• Maintains a strong understanding of company’s brands, systems, processes, and procedures by providing daily support and guidance to colleagues.
• Holds regular coaching, goal setting, and performance meetings with the CSR’s, to continually improve the services and nurtures an environment where the staff can excel through support and empowerment.
• Actively supports company’s drive for continuous improvement and is involved in innovative solutions that increase customer allegiance and profitability.
• Contacts customers on critical issues to achieve full resolution for the customer.
• Champions positive, professional, and productive relationships with members of other departments to improve customer satisfaction.
• Participates effectively in quality improvement teams and promotes co-operative effort between all departments and internal customers.
• Supports the manager & plans/engages in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the ordering process, improve alignment with customer service.
• Assists manager/leads in the development and implementation of ‘best practice’ processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.
• Embrace PPI and involve in team driven actions to help improvements. Act independently to resolve methods and procedures.
• Any other tasks as assigned from time to time.
  
  

• Bachelors Degree
• 6-8+ years of successful Customer Care experience and proven informal leadership opportunities.
• Proven record to lead, mentor and empower a team to optimal performance.
• Strong customer orientation with proven effective interpersonal, listening, and communication skills that relate well with customers, employees, peers, and management.
• Superior judgment and decision-making skills with strong analytical and organizational skills to be able to evaluate information, procedures, understand and act on customer requests, and respond effectively to issues in a timely manner in a fast-paced environment.
• Computer business knowledge with understanding of customer service software, databases, and tools.
• Focused on continuous improvement while showing respect for individuals.
• Bilingualism (French/English/Spanish) good to have.
• Night shift required.