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.

This is a leadership position in a fast paced inbound customer support center. As a Customer Care Manager, you will provide direct floor and personnel leadership to Customer Care Representatives, Team Leaders and Supervisors. You will be responsible for leading the contact center team and meeting service level metrics. You will also be responsible for managing multiple projects that impact your direct teams and other Customer Care teams. This position will also support the long term strategic planning for the Customer Care organization. You will handle escalated customer care issues either through direct personal action or referral to the proper individual/department. Coordinate site resources for the resolution of system related problems and provide specific feedback to other departments to aid in the identification and resolution of all open issues. This responsibility includes leveraging both on and off-site resources as necessary. You will also partner on the development of departmental guidelines and training material and lead implementation as necessary.

Responsibilities:
• Maintain responsibility for direct reports as well as leadership and guidance for multiple Customer Care teams across multiple sites
• Maintain a high level of safety awareness and support
• Maintain telephone answer metrics and e-mail response times
• May serve on various teams, committees and projects
• Establish trust and maintain relationships with peers, subordinates, Sr. leadership, and Customers
• Honor commitments, do what’s right, and take complete ownership of issues while delivering a superior customer experience
• Build cohesive teams, bring out the best in peers and subordinates while fostering teamwork and collaboration
• Evaluate and decide personnel issues such as time off requests, scheduling, training, and deployment of work
• Recommend and administer input for annual reviews, recognition, and disciplinary action
• Oversee interview process and evaluate recommendations from team on potential hires
• Enforce established standards and established performance measurements
• Demonstrate a sense of appropriate urgency to resolve problems or process improvements successfully
• Network and leverage resources from multiple geographic sites

Minimum Qualifications:
• Bachelors degree or equivalent experience
• 10+ years of successful Customer Care experience
• 5+ years in a leadership or managerial position
• Strong leadership abilities with capability to leverage diverse resources, responds quickly, understand impact of changes and decisions, support multiple teams, and understand customer needs
• Demonstrated ability to manage a fast paced, high inbound call, and e-mail organization
• Demonstrated ability to execute a strategic plan
• Demonstrated ability to anticipate problems or opportunities, organize, prioritize and follow up with results
• Demonstrated exceptional people skills, exhibit the ability to work comfortably with individuals at all levels within the company both written and verbally
• Practical application experience of PPI, Lean or other process improvement methodologies

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.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.

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