Customer Service Team Leader

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

When your part of the team at Thermo Fisher Scientific, you'll do important work, and you'll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you'll find the resources and opportunities to make significant contributions to the world.

Location/Division Specific Information:
This role will be responsible for supporting the Laboratory Products Division (LPD) located in Biltmore Park, Asheville, NC. This division manufactures equipment and consumables that are essential to science and the work our customers do every day.

How will you make an impact?

The Customer Service Team Leader role will require you to respond to incoming inquiries and requests from our customers, field sales, warehouse and manufacturing facilities quickly and positively while balancing inside-administrative activities related to leading a team.

A Day in the Life:

• Develop a defined working relationship between Field Sales and Customer contacts to enhance the customer experience with LPD.
• Lead the team through a robust management plan for their day to day and growth opportunities.
• Use various ERP systems (SAP, Baan, Macola) frequently to provide order management insight as it relates to expected shipment dates, backorders, and supply chain planning.
• Bridge the gap between commercial functions and customer expectations by developing a cadence with appropriate internal LPD business partners.
• Interface directly with the Order Management, warehouse, and manufacturing teams as required for order edits
• Flag and raise appropriate matters to the Manager of Customer Excellence and/or appropriate business partners to satisfy customer requirements.

Keys to Success:

Education:

• High school diploma or equivalent. Bachelor's degree is preferred in Business Administration or a scientific field.

Experience:

• 3+ years of related customer service experience or equivalent customer-centric role.
• Outlook, SFDC, Baan and SAP experience.
• Excellent written and oral communication skills are required.

Preferred Qualifications:

• Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers.
• Must demonstrate the ability to identify and solve problems, and to multi-task
• Ability to work autonomously.
• Must be flexible with hours worked to support business needs.
• Attention to detail with accuracy is required in performing all functions of this position.
• Must possess self-motivation, and positive attitude
• Self-motivated and require minimal direction to meet goals and objectives.

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

What sets this opportunity apart is the chance to work with a global leader in the scientific industry and contribute. We value diverse experiences, backgrounds, and perspectives, fostering a collaborative and inclusive work environment. As an equal opportunity employer, we strictly adhere to non-discrimination policies and provide reasonable accommodations for applicants with disabilities.