Supervisor, Customer Service

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Job Title: Supervisor, Customer Service

Reports to: Sr. Manager, Customer Service

Group / Division: LPG

Career Band: 6

Position Location: Budapest, Hungary

Number of Direct Reports:10+

Position Summary:
A position has arisen for a Supervisor in our Customer Service Department, based at our 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 paced customer/commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure team members deliver the highest working standards in all aspects of customer service and relations and to provide support in driving customer dedication, improving 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 relevant mentorship.
- Participate in key projects to support local/corporate initiatives.
- Identify key improvement opportunities - e.g., system enhancements, processes, tools.
- Apply system knowledge to provide suitable mentorship on transactional capability.
- Oversee management of customer-related data within ERP systems.
- Train/present to other teams on relevant CC tools/initiatives/strategies.
- Complete other related duties/responsibilities as assigned.

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.
- Proven ability with systems is critical, including Outlook, PowerPoint & Excel.
- Excellent analytical and presentation skills required.
- Must be task-focused with enthusiasm and a flexible approach.

Experience:
- Requires experience as a supervisor, preferably in a shared services (Customer Care/Service) environment.
- Experience with Oracle or SAP.
- Experience in Order Management.

Education:
- Requires a Bachelor's degree from a four-year college or university or equivalent work experience.

What We Offer:

- Competitive Compensation Package: Benefit from a competitive salary, Cafeteria benefits (SZÉP-card allowance), and an annual performance-based bonus. Flexible working arrangements and monthly pension fund contributions after six months of employment are also included.

- Comprehensive Health & Well-being Support: Enjoy a Medicover health insurance package with health screenings, life, accident, and critical illness insurance, as well as access to discounted dental care services. Stay active with a discounted All You Can Move Sport Pass and relax in our dedicated office areas equipped with massage chairs.

- Career Growth & Professional Development: Advance your skills through soft and hard skill training, continuous learning opportunities, and complimentary language courses available after three months of employment.
- Modern & Convenient Work Environment: Work in a modern office featuring standing desks and ergonomic chairs, located approximately 10 minutes from the city center, with complimentary parking provided.
- Inclusive, Multilingual Culture: Join our multilingual work environment with native colleagues, fostering a vibrant, collaborative atmosphere supported by innovative technology.
- Engaging Community & Events: Participate in exciting team and company events, including social responsibility initiatives and after-hours activities, as we celebrate diversity and shared achievements.

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.

About Thermo Fisher Scientific:
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Our distributed team brings together a ground breaking blend of innovative technologies, convenient purchasing options, and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.