Job Title: Team Leader, Customer Support CMD

How will you Impact?

Start-up and build-up of the CMD Customer Support Operations team for Russian Federation (and possibly CIS). Drives and directs future team to deliver superior service to customers and internal stakeholders in the area of sales administration, customer relationship management, order management (instruments, spares, service and consumables), logistics and warehousing. This future managerial function includes people management, management of customer processes, management of daily activities and planning.

The metrics for success in this function are the Customer Allegiance Score for order fulfilment, customer support efficiency, budget management, and process improvement initiatives as well as positive stakeholder feedback and team motivation.

The jobholder is to provide excellent customer support and maintain a high level of customer/factory contact and will embrace and live Thermo 4I values including compliance guidelines.

This position is part of the Moscow organisation. Regular interactions, internal and external, and teamwork are essential to be successful in this role.

The jobholder will also be an active member of the European Sales Operations/Customer Support team. The charter of this team is to foster process improvement, optimisation, alignment and implementation across Europe.

What will you do?

• Daily and operational execution and management of Customer Support (team) in order to meet objectives
• Start and build-up People Management of Customer Support Team.
• Hands on for order processing/management
• Ensure flawless execution of customer validation, quoting, order verification, order entry, order fulfilment and invoicing processes.
• Ensure proper, efficient and safe operations of warehouse.
• Ensuring and meeting yearly objectives (efficiency, budget, customer allegiance, process improvement)
• Ensure team compliance (ISO, trade compliance, quality audits, etc).
• Drives continuous process improvement using adequate process improvement techniques.
• Manage and solve customer escalations including support to Credit and Collection team
• Ensure strong collaboration with other local stakeholders (e.g. sales, service, finance, HR)
• Ensure regular communication with the major factory operations teams in order to improve supply processes.

How will you get there?

• Economical/logistical degree (or equivalent through experience)
• Min 7 years working experience of which minimum 3 years in a customer support environment including order management experience. Min 2 years experience in leading a multi functional team in customer facing environment.
• Experience working in a capital goods environment – life science experience is a plus.
• Good knowledge of import/export processes
• Team player and able to manage high performance teams in changing environments
• Experience with quality systems and process improvement techniques
• High stress resistance
• High degree of self motivation and initiative
• Highly customer oriented
• Strong interpersonal skills
• Very organized and able to multitask
• Able to manage and coordinate in a matrix organization
• Strong written and spoken communication skills
• Analytical thinking
• Hands-on-problem solving skills and process driven
• Experience with ERP system (SAP strong plus)
• Experience with CRM system (SFDC strong plus)
• Strong computer skills (Office products)
• Fluency in Russian and English, written and spoken
• Ability to travel abroad for training and meeting participation purposes