Customer Care Team Leader

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. 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:
At Thermo Fisher Scientific, we are seeking an experienced Team Leader to foster excellence in our Customer Service department. As a valued member of our leadership team, you will support a collaborative team delivering exceptional customer support across order management, quotations, and administration. This role offers professional development opportunities in a dynamic, service-focused environment. You'll maintain high standards of customer service while building loyalty, enhancing business performance, and supporting our mission to enable customers to make the world healthier, cleaner, and safer.

The Team Leader will oversee daily operations, facilitate resolution of complex customer needs, and collaborate cross-functionally with Finance, Logistics, Sales, Marketing and other departments. You'll implement strategic initiatives to enhance customer experience, monitor key performance metrics, and develop team members through effective coaching and mentoring. The role requires a proactive approach to process improvement and strong analytical capabilities to make data-based decisions.

REQUIREMENTS:
• Advanced Degree, no prior experience required, or Bachelor's Degree plus 2 years of experience leading customer service teams, preferably in a shared services environment
• Preferred Fields of Study: Business Administration, Management or related field
• Demonstrated experience in people management and team development
• Strong English communication skills, both written and verbal; additional language skills advantageous
• Advanced proficiency with Microsoft Office suite (Excel, PowerPoint, Outlook)
• Experience with ERP systems (SAP, Oracle) preferred
• Excellent analytical and presentation abilities
• Strong problem-solving skills and attention to detail
• Demonstrated ability to handle confidential information with discretion
• Experience managing performance metrics and driving continuous improvement
• Ability to work cross-functionally and build strong stakeholder relationships
• Customer-centric mindset with strong focus on service excellence
• Project management experience preferred
• Ability to adapt in a dynamic environment and manage multiple priorities
• Strong organizational and time management capabilities
• Experience in implementing process improvements and standardization
• Collaborative mindset with ability to support others and create a positive work environment