Supervisor, Customer Service -German Speaking

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Job Title: Supervisor Customer Services - German Speaking

Location: Budapest/Hungary

Employment Type: Full-time

POSITION OVERVIEW:
 

A position has arisen for a Supervisor role in our Customer Service Department, based at our Shared Service Centre in Budapest. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast paced customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure the highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, improving business performance and aligning to the overall business objectives to enable growth.

MAJOR AREAS OF RESPONSIBILITY:

• Responsible for the success of the daily operations of the Order Management team.
• Communicate cross-functionally as required with Finance, Logistics, Warehouse, Field Service, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems or other internal and external stakeholders.
• Ensure that the Key Performance Metrics for Customer Services are met.
• Support key Customer Care strategies to drive customer loyalty & resulting CAS score.
• Support Sales to enhance customer experience by providing appropriate guidance.
• Manage escalations at all levels of the organization.
• Participate in key projects to support local/corporate initiatives.
• Identify key improvement opportunities - e.g. system enhancements, processes, tools.
• Utilize system knowledge to provide appropriate guidance on transactional capability.
• Oversee management of customer-related data within ERP systems.
• Train, develop and motivate team members in a challenging environment with demanding customers. 

REQUIRED EDUCATION/EXPERIENCE:

• 4+ years of relevant customer service experience
• 2 + years of People management experience.
• A bachelor’s or master’s Degree is required.
• C1 level German language knowledge is required
• Demonstrates deep understanding of Client Service environment and proven knowledge of dealing with internal and external customers in matrix organization environment.
• Fluency of the English Language both written and verbal. Any other European language knowledge is an advantage.
• Experience with ERP systems.
• Advanced Microsoft Office user (Outlook, Excel).
• Excellent operational excellence mindset with results-oriented approach.
• Strong written and verbal communication skills.
• Process improvement mindset with good problem-solving skills.
• Be able to mentor, coach and train other team members.
• Be able to make decisions in the scope of his/her responsibility.
• Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.