**Work Schedule** Standard (Mon-Fri) **Environmental Conditions** Office **Job Description** POSITION OVERVIEW: As a Customer Service Manager, you will be responsible for the customer service team in Global Business Services. You will be responsible for driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the business division in EMEA. You will work closely with the wider Thermo Fisher Customer Service organization and commercial teams to ensure a great and consistent customer experience for our customers. You will be also responsible for managing team leaders, supervisors and customer service team members to ensure that they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards. MAJOR AREAS OF RESPONSIBILITY: + Motivation and development of a large (~50) customerserviceteam inManilato ensure high engagement levels. + Day to daymanagement of a complex customerserviceorganizationwith special focus onorder management,quotationsand other administrativeprocesses. + Recruit, direct, coach, inspire teamleads.supervisorsand team members of the customerserviceteamto achieve and support the vision and missionof the company. + Set clear goals for employees to ensure prioritization of work. + Participate as a senior leader helping to develop operating plans and toexecute ontactical initiatives including process improvement,automationand efficiency projects. + Track and improvement of Key Performance indicators in particular the role will share responsibility for driving the customer allegiance score (CAS) forThermoFisher. + Participate in regional integration initiatives with teams acrossThermoFisher aimed at building scalable solutions for future growth. + Manage keystakeholdersexpectations and support any issue resolutionactivitiesas necessary. + Manage relevantSLA’swith key stakeholders withinThermoFisher. + Build andmaintainstrong workingrelationshipwith theregionalCommercial andother supporting functionalteams. + Participate as part of aThermoFisher CustomerServiceteam to set strategyand actions to underpin goals and targets. + Foster an environment of continuous improvement within the CustomerServiceteam. + Consistently workon initiativesto improve customer satisfaction. REQUIRED EDUCATION/EXPERIENCE: + 5-8+yearsexperienceof managing people andleading ina customerserviceenvironment. + Bachelor’s degree from college or university. + Fluency of the English Language both written and verbal. + Strong understanding of service and customerserviceprocessesand matrix organization. + Strong communicationand relationship building skills. + Ability to plan work and work with a high degree of autonomy. + Strong cross-functional collaboratorand‘One Team’ thinker. + Proventrack recordof meeting businessobjectives, employee,customerand financial metrics + Strongintrpersonalandorganizationalskills. + Proventrack recordof meeting balanced businessobjectives,employeeand customer and financial. + Experience ofmanaging budgets. + Abilitytoinspireandempower, mentor andcoach. + ​Experience ofdeveloping and implementing best practices. + Experiencein stakeholder management. + Experience with Process adherence and KPI management & tracking _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 le_ _gally protected status._ 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.