Sr. Director of Customer Service
US - Georgia - Suwanee Update time: November 6,2019
Job Description
When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $22 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
Location/Division Specific Information
The Sr. Director of Customer Service is part of the Customer Channels Group (CCG), which serves academic, pharmaceutical, biotech, government and industrial customers by providing them with products manufactured by our company as well as those sourced from other industry-leading suppliers around the world. In short, we represent a single source for virtually every laboratory need – from lab equipment and instruments, to consumables and chemicals, to life science products, safety supplies and science education products – so our customers can focus on their important work.
This position will be site-based at our facility in northeastern Atlanta, GA, with a travel expectation of approximately 25%.
How will you make an impact?
The Sr. Director of Customer Service will provide leadership across multiple locations, including sites in Atlanta, GA, Chicago, IL, and Houston, TX. In this role, you will drive a consistent customer experience across all locations focused on supporting our customers’ contact preferences as we evolve our business to become more digital.
Operationally, the role is equally about understanding how the business operates and ensuring that operating systems, policies and procedures are developed and optimized to achieve overall business goals. You will be responsible for providing the leadership, day to day operational excellence and employee engagement to ensure that the team realizes its full potential and delivers standards of excellence to the business.
What will you do?
Education
Apply today! http://jobs.thermofisher.com
Location/Division Specific Information
The Sr. Director of Customer Service is part of the Customer Channels Group (CCG), which serves academic, pharmaceutical, biotech, government and industrial customers by providing them with products manufactured by our company as well as those sourced from other industry-leading suppliers around the world. In short, we represent a single source for virtually every laboratory need – from lab equipment and instruments, to consumables and chemicals, to life science products, safety supplies and science education products – so our customers can focus on their important work.
This position will be site-based at our facility in northeastern Atlanta, GA, with a travel expectation of approximately 25%.
How will you make an impact?
The Sr. Director of Customer Service will provide leadership across multiple locations, including sites in Atlanta, GA, Chicago, IL, and Houston, TX. In this role, you will drive a consistent customer experience across all locations focused on supporting our customers’ contact preferences as we evolve our business to become more digital.
Operationally, the role is equally about understanding how the business operates and ensuring that operating systems, policies and procedures are developed and optimized to achieve overall business goals. You will be responsible for providing the leadership, day to day operational excellence and employee engagement to ensure that the team realizes its full potential and delivers standards of excellence to the business.
What will you do?
- Develop a functional strategy aligned with the overall business plan and drive strong execution within the North American Customer Service organization.
- Serve as an active contributor to the strategic direction of the business and provide insight and solutions on how the Customer Service organization can support that direction. Provides accurate and pertinent data to Senior Leadership for use in strategic and tactical planning.
- Assumes responsibility for Customer Service programs and projects, through the analysis, implementation and evaluation phases ;develops summaries and/or recommendations on programs and projects for the service center management team
- Provide leadership and development to colleagues in the Customer Service organization. Foster an environment where our colleagues are motivated to do their best to help achieve business results.
- Maintains a positive employee relations environment and structure that supports center teams and optimizes the experience, skills, knowledge and capability of the team
- Set the example of continuous process improvement to make improvements and drive cost savings for the business.
Education
- Bachelor's degree in business and/or related field.
- Minimum 12+ years of customer service experience including some tenure in complex, multinational, multi-site environments.
- Demonstrated experience leading a large workforce and managing multi-location, high volume call center teams.
- Significant experience in managing a large work force in a high volume call center supporting a distribution network.
- Experience partnering with cross-functional teams to enable the success of both teams regarding customer experience.
- Experience in operations management, contact center operations, customer service training, automated call, email and chat distribution management, voice/data communications, email management and communication methods.
- Understanding of key contact center metrics and performance indicators (measure, impact, etc.)
- Proven leadership ability to manage people, processes, and technology.
- Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast paced changing work environment.
- Strong written, verbal and presentation skills.
- Ability to initiate and drive change; evidence based results-driven approach.
- Ability to develop and implement service strategies for internal and external customers.
Apply today! http://jobs.thermofisher.com
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