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Customer Service Specialist - Order Management Full Time

at Thermo Fisher Scientific in Loughborough (Published at 06-12-2018)

Job Description

Position Summary:


This role is responsible for supervising a team of Customer Service Specialists to deliver a seamless and high quality experience for the customer. Working closely with the Customer Service Manager and other team Supervisors you will drive a one team approach to customer support, helping to leverage the teams full capabilities, ensuring no organization barriers exist and drive efficiencies and service improvements as a result.



People Leadership and Development



Supervise and coach a team of Customer Service Specialists Carry out regular performance reviews and coaching sessions against defined criteria Proactively manage work patterns and staffing levels to avoid a backlog of orders developing Be actively involved in the recruitment and selection process, ensuring that only ‘A-Players’ are brought into the organisation Work closely with the Customer Service Manager and Manager and Training and Quality team to implement the right training and monitoring and development plans as a result Document and maintain an official works procedure, ensuring all team have received full training and adhere to the departmental processes. Working with the resource analyst to ensure appropriate resources are available to cover workflow requirements, overseeing holidays, sickness absence etc. Development of a one team culture with the other Customer Service Supervisors and CSM Develop and maintain a positive work environment maintaining the dignity and respect of all team members through active management and appropriate use of capability and disciplinary procedures



KPI Development and Service Level Delivery



Ensure an excellent standard of customer service and work internally and externally to build the necessary networks to deliver this goal Ensure that all requests are processed to agreed SLAs and are tracked with clear KPIs Ensure that all customer transactions are executed accurately and in accordance with defined procedures, deadlines and current legislation Ensure an even and appropriate distribution of work across the team to optimise performance and avoid backlogs Continually challenge the status quo to improve our customer quality and team efficiency Analyse metrics and customer-centric data to develop improvement strategy in accordance with Corporate CAS framework Review customer service satisfaction and implement tactical plans to increase customer experience Ensure department objectives are achieved in order to deliver a world class customer experience Develop an environment of continuous improvement, identifying key areas of improvement which drive customer satisfaction and cost control, making relevant changes to deliver improvements Work with the CSM and other Supervisors to ensure cover is provided across all teams where workloads require, supporting the ‘one team’ framework



Key Stakeholder Focus


Communicate and work openly with Sales and Marketing to ensure that all requirements for new and existing products and vendors are clear. Ensure training is in place for these products Develop mutually beneficial relationships with all key stakeholder, internally and externally Although all internal relationships are key you should pay close attention to the building of strong and mutually beneficial relationships with Supply Chain, working to achieve the delivery and measurement of the ‘perfect order’ Build strong and mutually beneficial relationships with key customers



All other duties as assigned



Minimum
Requirements/Qualifications:

  • Knowledge of compliance and the importance of managing it in a CS environment (Non-negotiable)

  • Successful track record of managing/supervising people for a minimum of 2-3 years (Non-negotiable)

  • Experience in how to coach and develop people (Non-negotiable)

  • Knowledge and experience of ERP systems

  • A background in a commercial and Technically focused Customer Service environment

  • Successful track record of service delivery to key performance measures in a high volume service environment (Non-negotiable)

  • Prepared to visit customers, attend exhibitions, training events, and sales meetings which may involve overnight stays

  • Experience of process development and improvement (Non-negotiable)

  • Educated to A-level or equivalent level

  • Be a strong manager self motivated with open clear communication skills both written and verbal. (Non-negotiable)

  • Able to organize people and processes proactively and effectively (Non-negotiable)

  • Driving license preferred.
  • You are required to be smartly presented at all times and have a professional approach when dealing with customers and key stakeholders

  • Ability to speak and write English or French fluently

  • Ability to speak another European language would be desirable

Key Competencies


  • Builds Customer Allegiance

  • Drives a culture of continuous improvement

  • Leads by example

  • Drives Growth

  • Develops and manages people including themselves

  • Builds positive Organisational Relationships


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