Work Schedule

Environmental Conditions

Job Description

Customer Service Team Leader

When your part of the team at Thermo Fisher Scientific, you’ll do important work, and you’ll be valued and recognized for your performance. With dedicated managers and encouraging coworkers, you’ll find the resources and chances to create significant contributions to the world!

Location/Division Specific Information

This role will support the Laboratory Products Division (LPD) America’s Customer Service team located in Biltmore Park, Asheville, NC.  This team manufactures equipment and consumables that are essential to science and the work our customers do every day. 

How will you make an impact?

You will respond to incoming inquiries and requests from our customers, field sales, warehouse and manufacturing facilities quickly and positively while balancing inside-administrative activities related to leading the team.

What will you do?      

The role will lead the daily activities as well as working closely with our customers for their order needs. Typical hours are Monday through Friday, 8:00a - 5:00p ET.

Customer Service Support

Work in conjunction with all LPD Customer Service teams and other primary business groups (BU, Supply Chain, Marketing, Legal) as required to provide excellent customer service.

Develop a defined working relationship between Field Sales and Customer contacts to improve the customer experience with LPD.

Lead team through a robust management plan for their day to day and growth opportunities.

Regularly apply different ERP systems (SAP, Baan, Macola) to gain order management insight regarding encouraged shipment dates, backorders, and encouraged supply chain planning.

Bridge the gap between commercial functions and customer expectations by developing a cadence with appropriate internal business partners.

Directly interact with the Order Management, warehouse, and manufacturing teams as required for order edits and/or critical issues.

Flag and call out appropriate matters to the Manager and/or appropriate business partners to satisfy customer requirements.

Minimum Requirements/Education: 

Minimally requires a high school diploma or equivalent. Bachelor's degree in Business Administration or a scientific field is preferred. 

3-5 years of related customer service experience or equivalent customer-centric role.

Outlook/Email proficiency required

Excellent written and oral communication skills are required. 

Attention to detail with accuracy is required in performing all functions of this position. 

Preferred Qualifications:        

Prior supervisory or leadership experience preferred

Experience with any ERP system is highly desired, especially Baan, SAP, or Salesforce

 

Knowledge, Skills, Abilities:

Must be able to demonstrate judgment, tact and subtlety in dealing with internal and external customers. 

Demonstrated ability to identify and address problems, and to multi-task to meet within designated timeframes. 

Ability to work autonomously. 

Must be flexible with hours worked to support business needs. 

Self-motivation to meet goals and objectives, multi-tasking skills, passion, positive demeanor.

Discernment in business with ability to work collaboratively across teams.

This position has not been approved for Relocation Assistance.