Thermo Fisher Scientific Supervisor Customer Service in Boston, Massachusetts
The Customer Service Supervisor oversees a team of Domestic Customer Service Representatives (DCSR's) and International Customer Service Representatives (ICSR's) who deal with customers over the phone and email. The Supervisor cultivates a strong customer-focused environment to achieve the highest level of customer satisfaction and align with the Company goals and objectives through training, quality evaluations, and continuous process improvement.
Location: US - Massachusetts - Chelmsford
What you will do:
Guides and directs a team of CSR's towards achieving operational goals such as accurate order entry, timely response to requests, telephone metrics, achieving quote deadlines and meeting quality standards.
Ensure all work is properly distributed and prioritized, creating an even workload across team
Maintains strong working knowledge of company's brands, systems, process and procedures to be able to provide daily support and guidance to the employees.
Monitors and evaluates individual CSR as well as team performance using daily/weekly/monthly reports and score cards
Holds regular coaching, goal setting, and performance meetings with the CSR's, to continually improve the services and nurtures an environment where the staff can excel through encouragement and empowerment.
Contacts customers with escalated issues to achieve full resolution for the customer.
Actively supports company's drive for continuous improvement and is involved in innovative solutions that increase customer allegiance, overall group efficiency and profitability.
Reviews and processes customer's orders in a courteous, efficient, accurate and timely manner.
Resolves order issues with the customer regarding pricing, availability, terms and delivery etc.
Coordinate department training to include product features/accessories, systems knowledge and communication/customer service skills.
Serves as a point of escalation between the CSR and other departments to resolve customer-related issues, including Finance, Production, and Shipping.
How you will get here:
- Bachelor's Degree preferred, or equivalent combination of education, training, and experience
Must possess the leadership and supervisory skills be able to lead, coach and motivate a large number of employees along with excellent interpersonal skills to relate well to employees, peers, various levels of management, and have a strong customer orientation to develop strong customer relationships.
Must possess strong analytical and problem-solving skills to be able to evaluate, interpret information and procedures, understand and act on and resolve issues with creative problem solving.
Must possess strong organizational skills to meet deadlines, assist staff in prioritizing work and handle multiple projects.
Must be able to apply sound judgment and decision-making skills in dealing with a variety of routine issues.
Must be able to be focused on continuous improvement while showing respect for individuals.
Knowledge, Skills, Abilities
Demonstrated ability to lead, coach and motivate a team to optimal performance.
Good interpersonal and communication skills to relate well to customers, employees, and peers.
Strong ability to place customer satisfaction first.
Sound judgment and decision-making skills in dealing with a variety of routine and non-routine issues.
Strong analytical skills to be able to evaluate information and procedures, understand and act on customer requests, and respond to issues with creative problem solving.
Excellent organizational skills to meet deadlines in a fast-paced environment.
Computer literate and working knowledge of customer service software, databases and tools. SAP, SalesForce
Project management skills a plus
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com .
Apply today! http://jobs.thermofisher.com
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
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