Supervisor, Customer Service

Work Schedule
First Shift (Days)

Environmental Conditions
Office

Job Description

Join Thermo Fisher Scientific and make a difference by helping customers find cures for cancer, protect the environment, and ensure food safety. Your work will have a real impact, and we'll support your career goals.

How Will You Make an Impact?

The Customer Service Supervisor oversees our team of CSRs who handle customer inquiries through phone, email, or chat. They handle a range of requests, from quotes and orders to returns and customer concerns. The Supervisor trains and supports employees to ensure excellent customer service and alignment with company objectives.

What Will You Do?

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• Guide and oversee a large team of CSRs to meet operational goals, including accurate order entry, timely response to requests, effective telephone metrics, and quote request service levels, while ensuring high-quality standards.
• Ensure all work is accurately distributed and prioritized with an even workload across team(s).
• Demonstrate a solid understanding of the company's brands, systems, processes, and procedures by offering daily support and mentorship to colleagues.
• Regularly meet with CSRs to set goals, improve services, and foster a supportive environment for staff to excel through mentorship and empowerment.
• Monitor and evaluate individual CSR as well as team performance using Power BI daily/weekly/monthly visibility tools and available reports.
• Actively support the company's drive for continuous improvement and be involved in innovative solutions that increase customer allegiance and profitability.
• Contact customers on critical issues to achieve full resolution for the customer.
• Encourage positive, professional, and productive relationships with members of other departments to boost customer well-being.

• Post-secondary education preferably in Business, Science, or equivalent work experience.

• 3 years Thermo Fisher Scientific experience with emphasis in customer service systems and procedures or 2 years of dynamic supervisory experience in Customer Service.

• Consistent record to lead, mentor, and empower a team to efficient performance.
• Strong customer orientation with validated effective interpersonal, listening, and verbal communication skills that relate well with customers, employees, peers, and management.
• Excellent judgment and decision-making skills, along with strong analytical and organizational abilities, to evaluate information, understand customer requests, and address issues promptly in a fast-paced setting.
• Proven computer business knowledge with understanding of customer service software, databases, and tools.
• Passionate about continuous improvement while showing respect for individuals.
• Bilingualism (French/English/Spanish) preferred.