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Supervisor, Customer Care

2 weeks ago

Selangor, Malaysia Thermo Fisher Scientific Full time

At Thermo Fisher, our customers are our top priority. As a member of our team, you will play a crucial role in providing on-site leadership and day-to-day supervision to a team of Customer Care Representatives (CCR) who service our channel partners and commercial clients in Southeast Asia, and Taiwan. Your responsibilities include mentoring and guiding the CCR team, ensuring compliance with organizational policies, procedures, and applicable laws, and managing metrics related to productivity and quality. By focusing on customer satisfaction, you will contribute to the growth of our business and improve key performance indicators such as order accuracy, on-time fulfillment, customer loyalty, employee engagement, and operational efficiency through continuous improvement and sharing of best practices. You will have a deep understanding of the customer care function and its role in our commercial go-to-market strategy, and you will be dedicated to delivering an exceptional customer experience. With your professionalism and ability to thrive in a fast-paced team environment, you will consistently prioritize our customers' needs.

**Your key responsibilities (including but not limited to)**:

- Liaise closely with your manager in setting team goals, formulate plans to achieve and continuous tracking results to find opportunities for improvement. Be responsible for daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits).
- Lead, empower, coach, and mentor the Customer Care Team including hiring and on-boarding of new employees. Conduct regular team meetings, and one-on-one with team members. Provide and build a safe environment which encourages partnership, teamwork and trust.
- Support employee career development, identify training opportunities, and performance reviews. Identify key contributors/performers and develop talent for succession planning.
- Plan, prioritize, direct and review workflow and project assignments periodically as well as ensure Key Performance Index is met.
- Own customer issues, conducting root-case-analysis of situations to resolve by using the best approach and resources, and follow through to resolution within stapled time frame
- Be a CAS (Customer Allegiance) ambassador for creating positive customer experiences. Make joint customer visits with sales team where necessary to solicit voice of customers and grow business relationships with customers. Review CAS data, initiate customer contact to investigate complaints/appreciate positive feedback and facilitate required changes to drive improvement.
- Provide regular internal communications on CX initiatives, and calls to action by leading and/or participate in cross-divisional/company-wide customer experience initiatives or projects.
- Engage regularly with commercial and functional leaders/cross function teams to build strong rapports. Support sales and marketing teams in promotions and offering functional expertise where applicable.
- Ensure strict compliance to company policies and procedures (code of conduct, ethics and compliance, service level agreement, order fulfillment processes, etc.) and maintain a good record of documentation for audit purpose.
- Any other tasks or projects will be assigned appropriately by the Manager/Senior Manager.
- Be a trusted business partner to functions (i.e. sales, marketing, accounting, etc.) Understand the business strategy of the business divisions and work with the commercial sales team to drive organic growth.
- Be an effective Change Agent. Who lead by example and know how to handle periods of change Lead the team through such periods, displaying motivating and encouraging behavior. Change is not a scary word to you. You thrive in organizations that constantly adapt and evolve. You think on your feet. You love changes. You like learning new things and can learn quickly. When things change, you know how to roll with the punches and be a change agent who infects the team with your positive energy.

To be successful in this position, you should have a bachelor's degree in either Life Sciences or Business. Additionally, a minimum of 5 years of experience in Customer Care or related customer-facing roles is required, along with at least 2 years of supervisory leadership experience.

We value individuals who have a proven track record of driving process improvement and effectively managing performance. Any familiarity with Oracle Enterprise One (E1) and/or SAP would be considered a valuable asset.

As a Customer Care Supervisor, you will be responsible for clearly and effectively conveying complex information to customers and colleagues, demonstrating tact and subtlety in your interactions.