Manager Customer Service

Job Title: Manager, Customer Service 

Department: Customer Service 

Location: Bangalore, India

Direct Reports: Yes  

Position Summary 

As a Customer Service Manager, you will be responsible for the customer service team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the business. 
 
You will work closely with the wider Thermo Fisher Customer Service organization and commercial teams to ensure great and consistent customer experience for our customers. You will be also responsible for managing team leaders, supervisors and customer service team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards. 
 

MAJOR AREAS OF RESPONSIBILITY: 
 
•  Motivation and development of a customer service team in Bangalore/India to ensure high engagement levels. 
•  Day to day management of a complex customer service organization with special focus on order management, quotations, master data and other administrative processes.  
•  Recruit, direct, coach, inspire team leads. supervisors and team members of the customer service team to achieve and support the vision and mission of the company.  
•  Set clear goals for employees to ensure prioritization of work.  
•  Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement, automation and efficiency projects.  
•  Track and improvement of Key Performance indicators in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher. 
•  Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth.  
•  Manage key stakeholders expectations and support any issue resolution activities as necessary. 
•  Manage relevant SLA’s with key stakeholders within Thermo Fisher. 
•  Build and maintain strong working relationship with the regional Commercial and other supporting functional teams.   
•  Participate as part of a Thermo Fisher Customer Service team to set strategy and actions to underpin goals and targets. 
•  Responsibility for managing operational budgets.  
•  Foster an environment of continuous improvement within the Customer Service team.  
•  Consistently work on initiatives to improve customer satisfaction.   
 
REQUIRED EDUCATION/EXPERIENCE: 

 
•   10+ years’ experience of managing people and leading in a customer service environment. 
•  Bachelor’s degree from college or university. 
•  Fluency of the English Language both written and verbal. Any other European language skill is an advantage. 
•  Strong understanding of service and customer service processes and matrix organization. 
•  Strong communication and relationship building skills. 
•  Ability to plan work and work with a high degree of autonomy. 
•  Strong cross-functional collaborator and ‘One Team’ thinker. 
•  Proven track record of influencing at senior levels and coaching experience. 
•  Strong interpersonal and organizational skills. 
•  Proven track record of meeting balanced business objectives, employee and customer and financial. 
•  Experience of managing budgets. 
•  Ability to inspire and empower, mentor and coach. 
•  Experience of developing and implementing best practices. 
•  Experience in stakeholder management. 
•  Experience with Process adherence and KPI management & tracking 
•  Experience with commercial and accounting areas is preferred