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

Thermo Fisher Scientific

Entreprise vérifiée

Illkirch-Graffenstaden, France

il y a 3 semaines

Posté par:

Sophie Dupont

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Description

When you're part of Thermo Fisher Scientific, you'll do challenging work, and be part of 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 opportunities to make significant contributions to the world.

Research & Safety Market Division Europe is building a bridge between business and science as the industry's definitive single source channel for a comprehensive range of laboratory equipment, chemicals, instruments, life sciences reagents, and consumable supplies.

Our regional structure includes sales office and logistics centers in 18 countries across Europe that are strategically located to provide prompt, responsive delivery to our customers.

As the Export Customer Service Manager, you will work in a diverse, multi-cultural team and partner with customers to understand their needs to develop solutions by leveraging internal and external partners.

Continual investment into our customer service teams is a top priority that enables the successful business growth and the world-class customer and colleague experience that is part of Research & Safety Market Division in Europe.

Job Title:
Export Customer Service Manager

Locations:
Loughborough, UK or Illkirch, France or Schwerte, Germany.

Brief role summary:

The Export Customer Service Manager is responsible for crafting an extraordinary customer service experience, driving a core, common and consistent approach across all internal teams as you provide input to the Global Solutions (Export) Customer Service strategy.

This role has responsibility for 5-8 direct-reports and approximately 28-30 indirect-reports.

In this role, you are responsible for providing role-model 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 also need to create the culture that facilitates personal and professional development, while working closely with key internal partners, particularly Commercial, Export Compliance & Logistics, Supply Chain, Global Trade Compliance, IT, Human Resources and your peers in the RSD Europe domestic Customer Service team, to deliver the extraordinary customer experience we strive to consistently deliver across all of RSD Europe Customer Service.

Key Responsibilities:

Create, lead and develop team that aligns to our values to consistently deliver exceptional customer experience.
Administer career development and drive employee improvement plans.
Foster an environment of transparency and honesty where respectful challenge is encouraged and expected.
Create an environment of dedication and continuous improvement.
Aim to find and improve departmental efficiencies and build connections with key partners to identify and implement structural changes to improve customer experience delivery.
Ensure that all staff handles transactions in accordance with defined procedures and standards.
Drive the development of a one team environment where all resources are used to best serve the customer.
Define/recommend process improvements through quality monitoring to meet current and future needs/standards.
Assume responsibility for key customer service projects/programs through the analysis, implementation, and evaluation phases. Develop and present summaries and/or recommendations on projects/programs.
Support and drive quality guidelines/programs to address identified issues and emerging business needs.
Review and supervise results of work/critical metrics and establish follow ups as needed.
Partner with Resource Management to evaluate and handle data/metrics/reports and drive remediation/performance improvement opportunities.
Identify and communicate call quality patterns/trends to applicable partners (Global Solutions leadership, RSD ELT, HR, Training, etc.) to drive appropriate action and meet all critical metrics.
Stays informed about current Customer Service technologies and standard methodologies. Takes knowledge and makes recommendations designed to improve effectiveness and enhance productivity.

Minimum Requirements/Qualifications:

Bachelor's degree
35 years Customer Service management in the Global Export segment
23 years experience in international compliance focused on export
Can demonstrate previous success leading successful customer service teams in export
Experience in process development and improvements with demonstrated experience using PPI (or equivalent) to drive improvements to get results
Demonstrate previous experience creating, leading and handling change.
Demonstrate leadership, selfmotivation and communication skills.
Strong interpersonal skills and ability to network successfully within a multistakeholder