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Customer Service Team Leader

2 months ago

Asheville, North Carolina, United States Thermo Fisher Scientific Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Thermo Fisher Scientific. As a key member of our Laboratory Products Division, you will play a critical role in delivering exceptional customer service and support to our customers.

Key Responsibilities
  • Customer Service and Support: Respond to incoming inquiries and requests from customers, field sales, warehouse, and manufacturing facilities in a timely and professional manner.
  • Team Leadership: Lead a team of customer service representatives, providing guidance, coaching, and development opportunities to ensure they have the skills and knowledge needed to excel in their roles.
  • Process Improvement: Identify areas for process improvement and implement changes to enhance the customer experience and increase efficiency.
  • Communication and Collaboration: Develop and maintain strong relationships with internal stakeholders, including field sales, warehouse, and manufacturing teams, to ensure seamless communication and collaboration.
  • Problem-Solving and Escalation: Use judgment and tact to resolve customer complaints and issues, escalating complex problems to senior management as needed.
Requirements
  • Education: High school diploma or equivalent; Bachelor's degree in Business Administration or a scientific field preferred.
  • Experience: 3+ years of related customer service experience or equivalent customer-centric role; experience with ERP systems (SAP, Baan, Macola) a plus.
  • Skills: Excellent written and oral communication skills; ability to work autonomously and as part of a team; strong problem-solving and analytical skills.
What We Offer

We offer a competitive salary, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific is an innovative, forward-thinking organization that values diversity, equity, and inclusion. We offer outstanding career and development prospects, as well as a collaborative and inclusive work environment.