Sr Manager, IES Customer Care at Thermo Fisher Scientific

Budapest, Hungary

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Life Sciences, Scientific Instruments, Customer ServiceIndustries

Requirements

5-8+ years of experience overseeing and guiding customer service teams
Bachelor’s degree or equivalent experience from a recognized institution
Proficiency in English; additional European languages are beneficial
Strong understanding of service processes and matrix organizations
Excellent communication and relationship-building skills
Autonomous work planning capabilities
Strong cross-functional collaboration and a united approach
Proven senior-level influence and mentoring experience
Outstanding interpersonal and organizational skills
Demonstrated ability to achieve balanced business objectives, including customer, employee, and financial goals
Proficient in the effective management of budgets
Ability to encourage, mentor, and coach team members
Proficiency in developing and implementing guidelines
Proficient in collaborating with others
Demonstrated skill in following processes and managing critical metrics
Preferred experience in commercial and accounting areas

Responsibilities

Encourage and nurture a substantial (50+) customer service team in Budapest, promoting high engagement and ambition
Supervise a sophisticated customer service division, concentrating on order processing, quoting, master data upkeep, and administrative operations
Recruit, guide, and encourage team leaders, supervisors, and members to align with the company’s vision and mission
Set clear goals and priorities, ensuring efficient work prioritization
Contribute as a senior leader in developing and implementing tactical initiatives like process optimization and automation
Track and improve Key Performance Indicators, particularly the Customer Allegiance Score (CAS)
Participate in regional integration initiatives to build scalable solutions for future growth
Manage collaborator expectations and support issue resolution
Coordinate Service Level Agreements (SLAs) with key collaborators
Cultivate and uphold positive relationships with regional commercial and supporting teams
Participate in developing strategies and planning actions within the Customer Service team
Manage operational budgets efficiently
Foster a culture of continuous improvement within the team
Consistently work towards enhancing customer satisfaction
Manage team leaders, supervisors and customer service team members to ensure clarity on roles, responsibilities, priorities, and delivery to highest performance standards

Skills

Customer Service Management

Team Leadership

Order Processing

Quoting

Master Data Management

Process Optimization

Automation

KPI Tracking

Customer Allegiance Score

SLA Management

Stakeholder Management

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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