Manager, Customer Service

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Company Information   Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $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 sophisticated analytical challenges, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team 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.   Thermo Fisher Scientific Inc. is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We believe that by embracing individual differences, we can drive innovation and achieve even greater success.   Don't miss this high-reaching opportunity to join a leading global company and make a significant impact on our team. Apply now and be part of our success story!   For more information, please visit   www.thermofisher.com   Job Description   Job Title :   Manager, Customer Service   Department:   Customer Service   Career Band :   7   Location :   Heredia, Costa Rica   Direct Reports :   Yes      Position Summary     As a Customer Service Manager, you will be responsible for the customer service team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the business.     You will work closely with the wider Thermo Fisher Customer Service organization and commercial teams to ensure   great   and consistent customer experience for our customers. You will be also responsible for managing team leaders, supervisors and customer service team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards.     MAJOR AREAS OF RESPONSIBILITY:     •     Motivation and development of a customer service team in Budapest / Costa Rica to ensure high engagement levels.   •     Day to day management of a complex customer service organization with special focus on order management, quotations, master data and other administrative processes.    •     Recruit, direct, coach, inspire team   leads . supervisors and team members of the customer service team to achieve and support the vision and mission of the company.    •     Set clear goals for employees to ensure prioritization of work.    •     Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement, automation and efficiency projects.    •     Track and improvement of Key Performance indicators in particular the role will share responsibility for driving   the customer allegiance score (CAS) for Thermo Fisher.   •     Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth.    •     Manage key   stakeholders   expectations and support any issue resolution activities as necessary.   •     Manage relevant   SLA’s   with key stakeholders within Thermo Fisher.   •     Build and maintain   strong   working relationship with the regional Commercial and other supporting functional teams.     •     Participate as part of a Thermo Fisher Customer Service team to set strategy and actions to underpin goals and targets.   •     Responsibility for managing operational budgets.    •     Foster