AIG CS Manager at Thermo Fisher Scientific

Yokohama, Kanagawa, Japan

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Analytical InstrumentsIndustries

Requirements

Bachelor’s or Master’s degree or equivalent experience
Supervisor experience in a call center or similar environment
5+ years in supply chain management, order management
Proficiency in Microsoft Office, especially Excel
Proficiency in SAP or ERP for handling orders and managing accounts receivable
Experience working across multiple departments or project management
Capacity to develop connections with collaborators, lead teams, and address intricate challenges
High interest in organizational analysis and problem-solving
Ability to prioritize and multitask
Customer focused and adaptable to new tasks
Preferred
Experience managing teams and evaluating performance
Experience in business improvement methodologies like Six Sigma
General knowledge of accounting and finance
Proficiency in English reading and writing

Responsibilities

Guide a team through leadership capabilities and customer service background
Formulate and implement strategies to boost customer happiness
Lead a team to accomplish business objectives for the Analytical Instrument Group (AIG)
Encourage the development of a customer-centric environment and enhance customer service protocols
Evaluate feedback and uphold benchmarks
Share information and raise concerns promptly to mitigate business risks
Solve internal challenges as a business partner
Analyze important data points and responsibilities into team objectives and guide their accomplishment
Manage sophisticated issues spanning multiple departments and promote teamwork for improvements
Use data-driven approaches for quick problem-solving and decision-making
Identify and visualize unstable processes to improve efficiency and reduce errors
Record and represent customer service operations and manage schedules
Comprehend team duties through SAP for order fulfillment, stock control, pricing strategies, customer inquiries, shipment processes, and record-keeping
Offer recommendations and supervise task delegation
Handle various customer inquiries and complaints received via phone, email, and fax
Reduce risks associated with order backlog and delivery delays through cross-departmental collaboration and information sharing
Communicate delivery information promptly to customers and sales teams
Establish a system for quick information transmission and corrective actions
Analyze causes of errors and implement preventive measures
Manage customer service costs and labor, supervise outsourced work quality
Participate in or appoint team members to internal improvement projects

Skills

Key technologies and capabilities for this role

LeadershipCustomer ServiceSAPData AnalysisProblem SolvingTeam ManagementProcess ImprovementRisk ManagementOrder FulfillmentInventory ControlPricing StrategiesCross-functional CollaborationCost Management

Questions & Answers

Common questions about this position

What qualifications are required for the AIG CS Manager role?

Candidates need a Bachelor’s or Master’s degree or equivalent experience, supervisor experience in a call center or similar environment, 5+ years in supply chain management or order management, proficiency in Microsoft Office especially Excel, proficiency in SAP or ERP, experience working across multiple departments or project management, and strong customer focus with problem-solving skills.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of work environment can I expect in this role?

The role offers a dynamic environment where you can advance your career while leading a team in a customer-centric setting focused on business objectives for the Analytical Instrument Group.

What makes a strong candidate for this manager position?

Strong candidates have supervisor experience in call centers, 5+ years in supply chain or order management, SAP/ERP proficiency, cross-departmental collaboration skills, and either established management experience or managerial aspirations, with preferred skills in team performance evaluation and Six Sigma.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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