Supervisor, Customer Service, Master Data/ Address Book at Thermo Fisher Scientific

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Scientific Research, BiotechnologyIndustries

Requirements

Proven leadership experience managing and developing medium to large teams (14+ direct reports)
Strong background in master data management or customer data maintenance within a shared services or customer care environment
Excellent analytical, organizational, and decision-making skills with high attention to detail
Proficiency in ERP systems such as Oracle or SAP, and strong command of Excel, Power BI, Outlook, and PowerPoint
Exceptional communication and stakeholder management skills, both written and verbal
Strong collaboration and influencing skills across cross-functional and global teams
Experience driving continuous improvement, change management, and operational excellence initiatives
Ability to manage confidential information with integrity and professionalism
Demonstrated experience in supervisory or team lead roles within a shared services, master data, or customer service environment
Hands-on experience in managing address book or customer master data preferred
Experience working in a multinational or matrix organization is an advantage
Bachelor’s degree in Business Administration, Operations, or a related field; equivalent professional experience will also be considered

Responsibilities

Lead and run the daily operations of the Master Data / Address Book Team, ensuring efficiency, accuracy, and compliance with internal standards and controls
Be responsible for the end-to-end master data lifecycle in ERP systems, ensuring high-quality customer data creation, maintenance, and governance
Communicate and collaborate cross-functionally with key partners including Customer Care, Finance, Logistics, Technical Service, Sales, Regulatory, Legal, Marketing, and Quality Systems
Drive and supervise Key Performance Indicators to ensure targets for accuracy, turnaround time, and service quality are consistently achieved
Champion process improvement initiatives aimed at reducing errors, optimizing data flow, and enhancing automation within ERP and related systems
Partner with Customer Care and Sales teams to improve customer experiences through efficient and accurate data management
Lead team development through effective coaching, mentoring, and performance management, fostering a culture of accountability and continuous improvement
Support strategic business projects and global initiatives related to data standardization and digital transformation
Conduct regular one-on-one meetings and team sessions to align objectives, supervise progress, and maintain engagement
Contribute to master data quality improvement projects, including Address Book reduction and data governance initiatives
Ensure business continuity by maintaining team stability and developing succession and retention strategies

Skills

Key technologies and capabilities for this role

Master Data ManagementAddress BookERP SystemsData GovernanceTeam LeadershipProcess ImprovementKPI ManagementCross-functional CollaborationCustomer ServiceData AccuracyCoachingPerformance ManagementAutomation

Questions & Answers

Common questions about this position

How many direct reports does this position manage?

The role involves leading a team of 14+ professionals.

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

This is an office-based role in Manila, Philippines, with no mention of remote work options.

What skills and experience are required for this supervisor role?

Candidates need proven leadership experience managing 14+ direct reports, strong background in master data management or customer data maintenance, proficiency in ERP systems like Oracle or SAP, and excellent analytical, communication, and stakeholder management skills.

What is the work schedule for this position?

This is a full-time second shift (afternoons) role.

What makes a strong candidate for this Customer Service Supervisor role?

A strong candidate has experience leading teams of 14+, expertise in master data management within shared services or customer care, proficiency in ERP systems, and skills in cross-functional collaboration, process improvement, and team development.

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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