When you join us at Thermo Fisher Scientific, you’ll be part of an inquisitive team that shares your passion for exploration and discovery. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and chances to create significant contributions to the world.

We offer:

• Annual Bonus Incentive
• Annual Performance Base Merit Increase
• Review our company’s Total Rewards
• Medical, Dental, & Vision benefits - effective Day 1
• 401K Company Match up to 6%
• Employee Stock Purchase Program

This position is located on-site at our office in Lenexa KS and has not been approved for relocation assistance.

How you will make an impact:

This is a leadership position in the Microbiology Global Customer Care organization, responsible for implementing improved processes and tools, and ensuring team execution for the country. This role manages, mentors, and develops a regional customer service organization while establishing strong business partner relationships with Operations, Commercial, QRA, and HR to ensure Customer Service processes are aligned with divisional objectives as well as country rules and regulations. This role will also champion the customer throughout the business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement. This Manager must also be highly data driven demonstrating familiarity with typical Customer Service metrics, excellent analytical skills, and the ability to clearly translate data. This manager will need experience with ERP systems as they relate to order management.

What you will do:

• Lead and develop teams of 16 Customer Service (CS) Associates; responsible for the overall direction and performance
• Partner with Brand Management to prioritize global product allocation requests to support business goals across all MBD manufacturing plants
• Develop and achieve performance goals and objectives in order to exceed customer expectations
• Lead with clarity, compassion, and expertise. Expect the best and help the team to achieve it.
• Carry out supervisory responsibilities in accordance with Thermo Fisher’s policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and leading work; rewarding and redirecting employees; and effective conflict resolution
• Collaborate with colleagues to craft, standardize, and optimize business processes, contribute to achieving the highest standards in our service levels
• Ensure all processes are accurately detailed and work instructions exist to ensure all customer requirements are met
• Liaise with commercial, operations, and quality teams to ensure timely problem solving in case of issues
• Resolve intricate customer service issues and proactively prevent negative service trends
• Initiate customer contact to investigate complaints and/or solicit suggestions to improve customer experience
• Drive efficiencies in the Customer Service teams by identification of process gaps and bottlenecks at a Customer level
• Identify and eliminate root cause barriers to accuracy, productivity, and quality.
• Evaluate and report on CAS (Customer Allegiance Score) to identify process improvement opportunities
• Review existing logistic systems and make suggestions for improvements as the need arises
• Alert management to changing needs of customer base and deliver process, system changes to accommodate customer requirements and promote efficiency, fostering continuous improvement atmosphere
• Work on or lead sophisticated projects of large scope, ensuring key results are achieved in a timely manner
• Partner with Accounts Receivables to accelerate Order to Cash cycle time.

How you will get here:

• Bachelor’s degree required
• 5+ years of proven leadership experience in a customer service capacity required
• Healthcare and supply chain experience is helpful
• Ability to multi-task and adapt in a fast-paced and dynamic organization while maintaining strong controls over details to support decisions
• Effective in structuring, analyzing, and understanding data
• Strong ERP (preferably SAP) system knowledge and familiarity with order entry and pricing processes
• Complaint handling/conflict resolution skills - strong interpersonal skills
• Comfortable with ambiguity and autonomy and working within teams across diverse cultures and professional backgrounds
• The role may involve up to 5% travel

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, tackle complex scientific challenges, drive technological innovation and support patients in need.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

If you 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 specifics about your required accommodation to support you during this process.