Job Description

Job Details

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.

Role Description:
The Customer Excellence Supervisor is responsible for managing a team of ~10 Customer Experience Specialists, supporting the Customer Excellence Office (CEO) within the Biologicals and Chemicals Division (BCD), located in Grand Island, NY. This is an onsite management role and primary accountabilities include driving optimal team performance, ensuring timely order execution, and identification of process enhancements to support of a rapidly growing custom business. With a continuous improvement approach and passion for customer success, the onsite Supervisor role will build strong cross-functional relationships and create client loyalty through well-managed experiences with CEO team members and processes.

Responsibilities:

Lead, develop, and hold team accountable to defined service level agreements (SLAs) while driving superior customer experience.

Partner with Learning & Development to improve & facilitate training to deliver knowledge, skills and system information. This includes the coordination and delivery of Sales Order Entry training, situational based customer service training, and ongoing technical and professional training. The trainings will concentrate on skills, behavior, and transfer of knowledge required to meet customer expectations and performance goals

Lead individual and team distribution of work promoting balanced workload and prioritization of assignments ensuring adequate coverage to provide best in class support for the customer

Respond to customer inquiries/complaints and serve as escalation point to troubleshoot and resolve issues and risks jeopardizing customer commitments. Responsible for identifying and communicating action plans and resolution to customer in a timely manner

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

Provide team support through collaboration with cross-functional leaders and proactive communication efforts to ensure on time and accurate processing of customer quotes and orders

Partner closely with the District Managers(s) to align and work towards achieving the growth objectives for their respective regions

Additional responsibilities include but are not limited to: timelines, milestone tracking (Salesforce), 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 timelines.

Education:
Minimum education requirement is a BS/BA (Business, Operations, Supply Chain, Biology, Molecular Biology, Chemistry, or Engineering preferred)

Experience:

• 4+ years manufacturing experience & validated experience with Oracle or other ERP system
• 4+ years in a Customer Facing role
• 4+ years proven track record with CRM systems (Salesforce preferred) and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning)SIOP process
• Proven MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word

Knowledge, Skills, Abilities:
Ability to address customer needs for order processing. The ideal candidate will have experience leading and aligning teams and have excellent communication/customer service skills.
Strong skills in the following areas: written and verbal communications, interpersonal cross functional team-based interaction, organizational and detail orientation, analytical, planning, and problem solving. Should also be intellectually curious and results oriented.

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. ACCESSIBILITY/DISABILITY ACCESS Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process. *This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposess such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.