Sr Manager, Customer Service (Order Fulfillment)

Work Schedule

Environmental Conditions

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.

DESCRIPTION:
Join our team as a Senior Manager of Customer Service at Thermo Fisher Scientific, where you'll guide and develop a customer care organization that delivers exceptional service to our customers (order entry, order fulfillment, complaints resolution activities). You'll support operational excellence while creating a culture of continuous improvement and innovation. Working closely with commercial partners and cross-functional teams, you'll implement strategic initiatives to enhance customer experience and achieve business targets. This role offers the opportunity to shape customer care practices, lead transformational projects, and develop high-performing teams that contribute directly to our mission of enabling customers to make the world healthier, cleaner, and safer.

REQUIREMENTS:
• Advanced degree plus 6 years of experience, or bachelor's degree plus 8 years of experience managing teams in a customer service environment
• Additional professional certifications in customer service management or related fields valued
• Experience managing large teams (40-50+ reports) through supervisors and team leads
• Demonstrated success in stakeholder management and senior leadership influence
• Strong understanding of customer service processes and matrix organizations
• Experience developing and implementing standard processes and best practices
• Success in managing operational budgets and achieving business objectives
• Strong communication and relationship building skills across all organizational levels
• Experience with performance metrics, KPI tracking, and continuous improvement methodologies
• Fluency in English required; additional language skills advantageous
• Experience with CRM systems, ERP platforms, and Microsoft Office suite
• Strong project management and change management capabilities
• Success in implementing process improvement and automation initiatives
• Experience in managing customer satisfaction metrics and service level agreements
• Ability to work independently while fostering a collaborative team environment
• Knowledge of customer service technology and digital transformation trends
• Experience in commercial and accounting areas preferred