Customer Service - Markham, Canada - Thermo Fisher Scientific

Thermo Fisher Scientific

Verified Company

Markham, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale.

Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer.

We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Discover Impactful Work:

The role will have you leading the Call Centre Customer Support functions and developing a funnel of initiatives (Practical Process Improvement) in working closely with the regional service teams and leading pivotal initiatives that drive continuous improvement to the Canadian business for growth opportunities.

This position focuses on customer support performance metrics and parts distribution functions while improving customer dedication.

A Day in the Life:

Delight customers by ensuring successful interactions from the Customer Support and Parts Distribution Teams
Provides ongoing coaching and mentoring to all team members in order to develop and maintain a positive, cohesive, efficient and impactful team
Provide performance management of direct team members.
Develop team members and create a positive culture and sense of belonging to the larger team
Accountable to generate quarterly/monthly vendor and service reports.
Interact with Regional Service Managers and Supervisors to promote process improvement, seemless customer experiences and communication between teams.
Help resolve more complicated customer critical issues.
Partner with Service Managers to develop, schedule and coordinate training plan based on vendor course availability
Maintain relationships with outside service providers, ensuring they meet all eligibility criteria and service levels
Identify and maintain business process improvements and communicate changes through defined changemanagement system
Work with Customer Service Manager to provide ongoing support to the Customer Service team through problem and complain resolution
Fostering "Practical Process Improvement" (PPI) culture, and driving process improvements with a cross functional environment
Ensuring robust communication and alignment of Customer Service, Sales, and Field Service Teams
Leads cross functional improvements as the need arises
Develop national process and procedures as the need arises
Works collaboratively with cross functional teams

Keys to Success

Education:

Minimum bachelors degree or equivalent

Experience:

5 years experience within a
call centre customer service organization within the service industry
Minimum 3 years experience managing a team
Experience working in a call centre environment
Experience in driving customer allegiance and growing existing customer base
Experience in team building and building a collaborative culture

Knowledge, Skills and Abilities:

Confirmed experience managing teams, with a strong background in organizational change, performance measurements, and continuous improvement
Strong business sense and operational excellence experience in customercentric organization
Expertise with commercial operations, relationship management and marketing tools
Analyze results and trends and adapt strategies with market change
Excellent planning and execution skills with proven track record in meeting/exceeding results, and the ability to drive and use internal relationships
Strong ability to perform and lead in a fast paced, changing environment with challenging priorities
Effective communicator (verbal, written and presentation), with a proven ability to influence through a straightforward style of communication
Strong administration skills
Strong financial competence is desired

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us.

As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need.

#StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.