Team Lead, Customer Service

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

At Thermo Fisher Scientific, we are seeking an experienced Team Leader to support our Customer Care Manager/Senior Manager in leading the Customer Service team based in our Singapore Shared Service center. Operating within our Supply Chain and Commercial Operations function, you will assist in day-to-day leadership and operations in a rapid, fast-paced environment while serving as a trusted business partner to commercial and functional teams.

Your key responsibilities (including but not limited to):

• Support the Manager in leading, motivating, coaching, and supervising the Customer Care Team
• Assist with hiring and on-boarding of new employees
• Support and conduct team meetings and one-on-one sessions with direct reports under Manager's guidance
• Be an effective Change Agent who leads by example and handles periods of change with motivating behavior while supporting the Manager's vision
• Oversee daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits)
• Own escalated customer issues, conducting root-cause-analysis and follow through to resolution within escalation turnaround time of 24 hours
• Ensure Key Performance Index (KPI) is met and the team meets daily targets, maintains service level agreements, and consistently delivers exceptional customer experiences
• Coordinate with Finance, Logistics, Sales, Marketing and other departments to resolve customer issues and deliver end-to-end customer service excellence
• Apply Practical Process Improvement (PPI) methodologies, identify process gaps and recommend system enhancements for greater efficiency and productivity
• Be a CAS (Customer Allegiance) ambassador for creating positive customer experiences and make joint customer visits with sales team to solicit VoC (voice of customers)
• Review CAS data, initiate customer contact to investigate complaints/appreciate feedback, and provide regular internal communications on Customer Experience initiatives
• Lead and/or participate in cross-divisional/company-wide customer experience initiatives or projects
• Engage regularly with commercial and functional leaders/stakeholders as a trusted business partner, understand business strategy, and work with the commercial sales team to contribute to organic growth
• Ensure strict compliance to company policies and procedures (code of conduct, ethics and compliance, customer service level agreement, order fulfillment processes, etc.) and maintain good documentation for audit purpose
• Any other tasks or projects will be assigned appropriately by the Customer Care Manager/Senior Manager

REQUIREMENTS

• Bachelor's Degree plus 3 to 5 years of experience leading small customer service teams, preferably in a shared services environment
• Preferred industry experience in life science or FMCG
• Demonstrated experience in people management and team development
• Strong English communication skills, both written and verbal; additional language skills advantageous
• Advanced proficiency with Microsoft Office suite (Excel, PowerPoint, Outlook)
• Knowledge of Power Query, RPA and/or AI automation tools
• Experience with ERP systems (SAP, Oracle) preferred
• Analytical, problem-solving skills and attention to detail
• Experience managing performance metrics and driving continuous improvement
• Ability to work cross-functionally and build strong stakeholder relationships
• Customer-centric mindset with strong focus on service excellence
• Self-motivated with ability to adapt in a dynamic environment and manage multiple priorities
• Collaborative mindset with ability to support others and create a positive work environment