Senior Customer Service Manager - Illkirch-Graffenstaden, France - Thermo Fisher Scientific

Thermo Fisher Scientific

Entreprise vérifiée

Illkirch-Graffenstaden, France

il y a 2 semaines

Posté par:

Sophie Dupont

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Description

When you're part of Thermo Fisher Scientific, you'll do challenging work, and join a team that values performance, quality and innovation.

As part of a successful, growing global organization you will be encouraged to perform at your best.

With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

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The job:

The Senior Manager, Customer Service for France, Italy & Switzerland is responsible for creating an outstanding customer service experience, driving a core, common and consistent approach across Europe as you provide input to and implement the European Customer Service Strategy.

In this role you will provide leadership, day to day operational excellence and employee engagement to ensure that the team realizes its full potential and delivers standards of excellence to the business.

You will build the culture that facilitates personal and professional development whilst working with peers and key cross-functional partners to continuously improve processes and to deliver a flawless experience across Customer Service.

This role is office-based at our Illkirch, France site, currently with the option to work from home up to 2 days per week.

A limited amount of travel may be required (up to 10% per annum max) to attend team and business meetings across Europe.

This may include occasional overnight stays.

_ Our Organisation:
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The Research and Safety Market Division (RSD) is a division of Thermo Fisher Scientific, branded as Fisher Scientific, which markets and sells a vast portfolio of laboratory products and services. RSD's portfolio represents the product lines of thousands of suppliers/manufacturers in the laboratory space, both internal and external to Thermo Fisher and includes Pharmaceutical, Biotech, Academic, Industrial and Government institutions that maintain scientific laboratories and engage in scientific research activities._

What will you do?

Create, lead and develop an extraordinary customer service team (5 Customer Service Supervisors & approx. 70 Customer Service Representatives) that aligns to our values
Attract, hire and develop exceptional, diverse talent empowered to excel in the Thermo Fisher Scientific culture. Perform annual and midyear PMDs
Develop a culture of openness and honesty by providing open, timely and useful feedback to recognize and enable exceptional performance
Drive Key Customer care metrics in line with targets and monitor departmental effectiveness to continuously improve customer experience delivery. Use the PPI (Practical Process Improvement) methodology to remove barriers to success
Ensure that all staff handle transactions in accordance with defined procedures and standards
Dedicated to meeting and exceeding the expectations and requirements of our customers take ownership for the Customer Service CAS score within your region
Assume responsibility to drive, support and implement key customer service projects.
Partner with Resource Management to evaluate and handle data/metrics/reports and drive remediation/performance improvement opportunities.
As a member of the Site Leadership Team of the Illkirch site, you will actively contribute to the site initiatives

Who we are looking for:

5+ years' of Customer Service leadership experience in a multichannel customer service environment
Proven success in leading a large team of employees including change management, coaching and development
Ability to speak and write in French and English fluently
Strong and selfmotivated leader with open and clear communication
Excellent social skills with the ability to network effectively within a multistakeholder business
Practised in resource management and planning with strong commercial savvy
Experience of process development and improvement
Strong results orientation with the passion and focus to lead an impactful team
Adaptable and prepared to question the status quo, combined with strong problemsolving ability

What's in it for you:

Excellent career progression opportunities with a large and growing global employer
Competitive salary, plus annual incentive bonus
Benefits package includes: annual bonus scheme; 5 weeks' paid annual leave (plus public holidays); company funding towards healthcare; pension scheme; lunch allowance

About us:

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us.

As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

#StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scienti