Team Leader, Customer Service

Job Title: Team Leader, Customer Service 

Reports to: Senior Manager, Customer Service 

Position Location: Manila, Philippines 

Number of Direct Reports: 10+ 

Position Summary:  

A position has arisen for a Team Leader in our Customer Service Department, based at our new Shared Service Center in Manila, Philippines. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth. 

Key Responsibilities: 

• Lead a team of customer service representatives in the field of administration, order management, quotations, master data. 

• Responsible for the success of the daily operations of the team. 

• Drive the resolution of complex customer requirements, manage and follow up escalations, liaising with partner functions. 

• 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 Service strategies to drive customer loyalty & resulting customer satisfaction score. 

• Support Sales to enhance the customer experience by providing appropriate guidance. 

• Drive and participate in key projects to support local/corporate initiatives. 

• Identify key improvement opportunities - e.g. system enhancements, processes, tools. 

• Utilize system knowledge to provide appropriate guidance on transactional capability. 

• Oversee management of customer related data within ERP systems. 

• To meet the demands of business capacity and seasonality, it may be necessary to lead cross training and cross support initiatives by partnering other customer service teams.  

• Stabilize the Operations Teams to reduce the attrition rate 

• Boost seniority in the respective team with effective 1:1's, coaching and mentoring.  

Skills: 

• Demonstrated skills in people management & development.  

• Experience in supporting efficiency and productivity 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. 

• Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel. 

• Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team. 

• An ability to handle confidential and/or proprietary information.  

• Excellent analytical and presentation skills required. 

• Must be task focused with enthusiasm and a flexible approach. 

Experience: 

• A minimum of 2+ years’ customer service leadership experience is required preferably in a shared services environment.  

• Experience with ERP systems. 

Education: 

• Requires a Bachelor’s degree from four-year college or university or equivalent work experience. 

Working Conditions: 

• This position requires repetitive typing and regular use of a computer plus multiple displays. 

• Most of the other physical demands are typical with those associated with an office environment. 

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce. 

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.