Team Lead, Customer Service
Core
Lead and support a Customer Service team in a Shared Service center, managing order fulfillment, customer escalations, and service level agreements for Thermo Fisher Scientific's commercial operations.
Role type
Team Lead, Customer Service
Builds
End-to-end customer service excellence and operational efficiency for commercial teams
Domain
Life Science / FMCG Supply Chain
Deliverable
Dashboards & analysis | client delivery
Required skills
People management, team coaching, root-cause analysis, process improvement, cross-functional coordination, KPI management, ERP system navigation, stakeholder engagement
Preferred skills
Life science or FMCG industry experience, RPA/AI automation tools knowledge, Power Query proficiency, SAP/Oracle experience
Technologies
Microsoft Office suite, Power Query, RPA, AI automation tools, SAP, Oracle
Responsibilities
Lead, motivate, and coach the Customer Care Team; oversee daily order fulfillment and quote-to-cash processes; resolve escalated customer issues within 24 hours; conduct root-cause analysis; apply process improvement methodologies; coordinate with Finance, Logistics, and Sales; engage with commercial leaders to support organic growth; ensure compliance with company policies and service level agreements.
Seniority
Mid-level, hands-on IC with team leadership