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Team Manager Customer Service (m/f/d)

Vollzeit Thermo Fisher Scientific Inc. in Groß- & Einzelhandel
  • Langerwehe, Nordrhein-Westfalen, Deutschland Auf der Karte ansehen
  • Ver√∂ffentlicht am : 9. Juli 2021
  • Bewerbung m√∂glich bis zum : 8. August 2021

Team Manager Customer Service (m/f/d) bei Thermo Fisher Scientific Inc. in 52379 Langerwehe

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 80,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com.

We are currently recruiting for a

Team Manager Customer Service (m/f/d)

Location: Langerwehe (near Aachen)

Your Key Responsibilities:

  • Develop and maintain customer relationships
  • Leading a team who handles inbound customer calls and emails to quickly assess and resolve customer issues
  • Understands and trains the team on entering orders into enterprise system
  • Communicate effectively with other internal departments, acting as the customer—ā¬Ä¬ôs advocate
  • Work with IT/Finance/Product management to maintain pricing accuracy and lead Annual Price Roll
  • Lead reviews and manage cases for all Langerwehe Customer Allegiance Survey responses and manage upload process.
  • Develop and monitor key KPI—ā¬Ä¬ôs for the Customer Service Team
  • Create job aids and tools to help team members with customer interactions

Handles all facets of assigned customers, to include:

  • Communicate proactively with both internal and external customers
  • Review escalated orders through system to ensure commitments are up-held
  • Handle escalations by investigating and resolving customer problems with products or deliveries
  • Work with other managers in CCS factories and distribution centers to help obtain items which are escalated
  • Follow up with customers on any order delays, complaints, or entry errors
  • Empathizes with customers on any complaints and works to resolve them quickly

Your Skills and Experiences:

  • Bachelor—ā¬Ä¬ôs degree or equivalent
  • Several years of leadership experiences in customer service
  • Ability to communicate effectively, both written and verbally
  • Pronounced skills in change management
  • Ability to solve problems and to deal with variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Fluent language skills in English and German are mandatory
  • Ability to manage multiple priorities to help meet the business objectives

What we offer:

  • Employment with an innovative, future-oriented organisation
  • Outstanding career and development prospects
  • Company pension scheme and other fringe benefits
  • Exciting company culture which stands for integrity, intensity, involvement and innovation

At Thermo Fisher Scientific, each one of our 80,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission.

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, disability or any other legally protected Status.

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