Customer Service Manager

Thermo Fisher Scientific

Durham, NC 27722

Posted 1 month ago

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.


Doe & Ingalls Production Chemical and Services (PCS) supply chain management team, offering customers a range of cGMP raw materials and supply chain solutions that can dramatically improve development and manufacturing operations. We understand the minor and major implications that affect the biopharmaceutical production chemical and raw material space that can negatively impact our customer’s success. Ultimately, we help our customers’ mitigate risk, increase productivity, reduce costs, and achieve the highest quality standards so they can focus on what matters most – developing and manufacturing life changing therapeutics.


**This role is based at our Durham, NC site.**


**What will you do?**


As a leader of the customer service team, the Account Services Manager will direct administrative and operational tasks needed to support revenue growth, productivity, and exceptional levels of customer satisfaction. The Account Services Manager provides Account Service Coordinators with the appropriate training, tools, direction and motivation that enable their success.


**Responsibilities:**


+ Responsible for participating in the design of operational policies and process and leading the implementation in an effort to increase efficiencies.


+ Works to retain customers and ensures customer satisfaction.


+ Serve as primary escalation point for customer issues to support team.


+ Coordinates communication between Sales, Marketing, Warehouse, Procurement, Quality and Customer Service to assure customer needs are understood and met.


+ Use the PCS quality system to identify nonconformance root causes and develop actions to prevent recurrences on all assigned corrective actions.


+ Directs staffing, training, and performance evaluations to develop and improve the customer service function.


+ Directs and supports Customer Service Team in order management and movement while assuring proper alignment of data in ERP.


+ Support Customer Service Team with their annual goals and targets including career progression.


+ Ability to identify improvement opportunities in PCS processes and to start and lead improvement projects.


+ Demonstrated success and ability to effectively collaborate with other functional teams within the Company such as sales and marketing, customer service, warehouse and accounting.


**Your skills and experiences:**


+ Bachelor's degree; OR High School Diploma/GED and five years of related experience required.


+ Minimum of 5 years of customer service experience in related industry with working knowledge of commonly used concepts, practices, and procedures.


+ Must be able to manage customer expectations and possess excellent organizational skills.


+ Ability to prioritize, manage multiple and diverse projects with minimal supervision and effectively interact with other disciplines within the Company such as senior management, sales, warehouse and finance.


+ Ability to appropriately represent the Company to internal and external customers.


+ Have a “Customer Service” approach to relationships with internal and external associates.


**Preferred Qualifications:**


+ Proficient computer skills and technical knowledge in using ERP systems, Microsoft Office, email, web searches and data base entry.


+ Demonstrated success managing a customer service team consisting of five or more representatives.


+ Must have excellent verbal/written communication skills.


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, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, 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. For more information, please visit www.thermofisher.com (https://www.thermofisher.com/us/en/home.html) .

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.



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