Work Schedule
First Shift (Days)
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. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Location/Division Specific Information
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Location: Grand Island NY, Carlsbad CA
Department: NA Customer Care - GeneArt CCC
Discover Impactful Work:
The Customer Care Team Leader is responsible for managing a team of customer care representatives and project managers to deliver outstanding support to our customers and sales team.. This role focuses on people development, enhancing customer satisfaction, and streamlining processes to ensure the efficient handling of complex custom product orders. The Team Leader will collaborate with global teams and customers to achieve the mission of making the ordering process easy for our customers.
A day in the Life:
People Development:
- Lead, coach, and mentor a team of customer care representatives to achieve their full potential.
- Deliver timely and constructive feedback to team members, fostering an environment of continuous improvement.
- Set clear performance goals and expectations, ensuring accountability and high standards of service.
- Conduct regular 1 on 1s and biannual performance reviews and identify development opportunities for team members.
- Create and facilitate training plans to build required business skills.
Purpose:
- Uphold the mission of Product Support by ensuring customers and the sales team receive the highest level of service.
- Collaborate effectively with global teams and customers to make ordering complex custom products easy.
- Handle and resolve significant customer issues, ensuring timely and satisfactory resolution.
- Work closely with sales, product management, and other operations departments to understand customer needs and provide tailored support solutions.
Process Management:
- Establish and maintain effective workflows to enhance the efficiency and accuracy of order processing.
- Develop a culture of Practical Process Improvement (PPI), encouraging team members to identify and implement process improvements and creating a PPI culture.
- Supervise and analyze key performance indicators (critical metrics) to identify areas for improvement and build accountability.
- Develop and maintain standard operating procedures (SOPs) for the GeneArt CCC team.
- Successfully deescalate and resolve issues brought up from sales, customers, or senior leadership, ensuring a positive outcome for all parties involved.
Keys to Success:
Education
- High school diploma or equivalent required.
Experience
- Experience building and maintaining relationships across a large enterprise
- Commitment to Continuous Learning
- Willingness to give constructive feedback and initiate difficult discussions
Knowledge, Skills, Abilities
- Examples of experience in a customer care or support role, with demonstrated informal leadership opportunities
- Transferrable leadership and people management skills, with a track record of coordinating and coaching team members.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with global teams and customers.
- Strong problem-solving skills and the ability to handle sophisticated issues with professionalism and tact.
- Proficiency in using customer support software and CRM systems; Zendesk, and E1 experience preferred
- A commitment to continuous improvement and fostering a culture of accountability and excellence.
Physical Requirements / Work Environment
- This position may require occasional travel to collaborate with global teams and customers.
- The role may involve working outside regular business hours to address urgent customer issues or support global teams.
Benefits
We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
Apply today! http://jobs.thermofisher.com
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Accessibility/Disability Access
Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255. Please include your contact information and specific details about your required accommodation to support you during the job application process.
This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.
Compensation and Benefits
The salary range estimated for this position based in New York is $51,000.00-$76,500.00.
This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards