Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer!

About the Role:

You will create an outstanding customer service experience, drive transformation and provide thought leadership to the ANZ Customer Service Strategy. Leading a team of 7, provide strong people leadership and day to day operational excellence and employee engagement. Build a culture that facilitates personal and professional development as well as improve processes and to deliver a magnificent experience across Customer Service.

• Drive transformation by simplifying complexity and implementing strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
• Lead and own the customer service team, providing guidance, coaching, and support to ensure inspiring culture and achievement of functional goals.
• Lead the daily operations of the function, including handling customer inquiries and resolving raised issues in a timely and professional manner.
• Establish and maintain effective communication channels with customers, ensuring their needs and concerns are addressed promptly and to their satisfaction.
• Review customer feedback and data to identify trends, areas for improvement, and opportunities to improve the customer experience.
• Own the collaborative effort with cross-functional teams, such as sales, marketing, and operations, to ensure a seamless experience and alignment of customer goals with overall business objectives.
• Lead customer service policies, procedures, and standards to ensure consistent and high-quality service delivery.
• Lead assess customer service performance metrics, such as response time, first contact resolution rate, and Customer Allegiance Scores, and implement corrective actions as needed.
• Proactively recommend innovative solutions to enhance customer service operations.
• Champion a positive and collaborative work environment, promoting partnership, and professional development within the team.
• Coach, mentor and educate a large team, acting as a role model, the behavioral shifts required to deliver exceptional results.
• Responsible for hardware/software requirements, and inhouse development of tools to ensure system downtime is minimized and that effective contingency plans are in place.
• Working company and business unit wide to ensure effective management of the phone / ERP systems and to improve call flow and quote to cash processes
• Effectively develop the team such that they are competent, focused and dedicated to achieving their best.

• 8-10+ years experience in a customer service leadership, commercial sales operations role. Scientific/healthcare industry is preferred
• Experience in leading teams of managers and individual contributors, with a passion for attracting and developing talent, developing bench strengths and leading a diverse and dispersed workforce
• Experience in working in a global and matrix organisation with a multi-site model
• Experience leading, motivating and running a mixed onshore & offshore team model
• Experience acquired across several companies (preferred)

• Understanding of the industry sector, the ANZ market and potential challenges across the full value proposition
• Role modelling exceptional customer service and rallying team to step change approach & behaviors to achieve customer satisfaction
• Shifting business performance from a low to a high sustainable performance, in tough circumstances
• Strong digital literacy in Microsoft Office and standard IT software systems i.e. CRM, and ERP's.

• Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.
• Flexibility: Balance your work and personal life with flexible arrangements.
• Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.
• Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.
• Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.