Supervisor - Complaints Team

Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION

Join our collaborative team as a Customer Service Supervisor at Thermo Fisher Scientific, where you'll support and guide a team of customer service representatives in delivering exceptional customer experiences. In this key role, you'll ensure effective order management, enhance customer dedication, and develop solutions to improve service delivery. You'll work with various departments to meet operational goals while supporting a culture of continuous improvement and excellence.

Working with our established brands, you'll oversee customer interactions, from order processing to issue resolution, ensuring quality service in support of our scientific community. This role offers professional development opportunities while contributing to our mission of enabling customers to make the world healthier, cleaner and safer.

REQUIREMENTS

Advanced Degree plus 3 years of experience, or Bachelor's Degree plus 5 years of experience in customer service leadership, preferably in a shared services environment
Preferred Fields of Study: Business, Science or related field
Demonstrated people management and team development skills
Strong analytical and problem-solving abilities with attention to detail
Excellent verbal and written communication skills
Proficiency with ERP systems (SAP, Oracle) and Microsoft Office suite
Experience with continuous improvement methodologies
Strong organizational and multi-tasking capabilities
Ability to build effective relationships with internal/external stakeholders
Customer-centric mindset with focus on service excellence
Process improvement and project management experience
Strong business acumen and decision-making capabilities
Fluency in English required; additional languages beneficial
Ability to work effectively in a responsive environment
Experience with performance metrics and KPI tracking
Proven track record of driving operational efficiency
Commitment to compliance and quality standards