Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Description

Business Card Title: Supervisor, Customer Operations & Support – Order Management

Reports To: Snr Manager, Global Customer Ops & Support

Group/Division: BPG

Job Profile Title: Supervisor, Customer Experience

Career Band: 6

Job Track: Management

Position Location: Cramlington ( Benton Lane )

Number of Direct Reports: 10

Day/Shift (if applicable): Day

FLSA Status (Exempt/Non-Exempt) Exempt

Relocation (if applicable): No

Position Summary:

The Supervisor, Customer Operations & Support – Order Management is responsible for leading the order management team within the Customer Operations & Support Single Use Division (SUD) business supporting a highly responsive customization process and delivering a superior customer experience. Primary accountabilities include driving optimal team performance and timely order execution in support of a rapidly growing custom business. With a continuous improvement approach and passion for customer success, the Supervisor,– Order Management role will build strong cross-functional relationships and create client loyalty through well-managed experiences with the Global Customer Operations & Support Team members and processes.

Key Responsibilities:

• Drives client satisfaction and improves internal custom processes and systems to increase efficiency without jeopardizing service levels.

• Responds to customer inquiries/complaints and serves as primary point of contact to troubleshoot and resolve issues and risks jeopardizing customer commitments. Responsible for identifying and delivering action plans and resolution to customer in a timely manner.

• Manages individual and team distribution of work promoting balanced work load and prioritization of assignments ensuring adequate coverage to provide outstanding support for the customer.

• Provides team support through collaboration with cross-functional leaders and proactive communication efforts to ensure on time customer responses

• Leads by example and sets standards for professional behaviour.

• Promotes professional development and establishes team’s capability

• Creates an inspiring team environment with an open communication culture

• Encourages employees to get involved with continuous improvement initiatives

• Responsible for assembling, analyzing and reporting customer metrics around service and quality levels

• Creation of customer presentations for business review including key customer data metrics.

• Additional responsibilities include but are not limited to: timelines, landmark tracking, cost management, action logs, documented communication, dashboards, and all other requirements for the effective execution and timely communication of the order or project status per agreements and time lines.

Minimum Requirements/Qualifications:

• Passion for customer success and focus on bringing value for the customer

• Demonstrated experience leading projects and/or cross-functional teams

• Proven leadership in customer relations and problem-solving.

• Experience working effectively across multiple facilities and reporting lines.

• Excellent analytical, interpersonal, and communication skills.

• Proven MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word.

• Proven experience with Oracle or other ERP system.

• Demonstrated role model leadership.

• Demonstrated ability with project management, technical services and/or customer service experience

• BS/BA degree in an analytical field (operations management, engineering, sciences, business, finance).

• Languages (French /German ) preferred

• Experience with Salesforce.com

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.