About the role
AI summarisedJoin Thermo Fisher Scientific as a Team Lead in our Singapore Shared Service center. You will support the Customer Care Manager/Senior Manager by leading and operating the Customer Service team within Supply Chain and Commercial Operations, acting as a trusted business partner to commercial and functional teams in a fast-paced environment.
Life SciencesOnsite
Key Responsibilities
- Support the Manager in leading, motivating, coaching, and supervising the Customer Care Team
- Oversee daily order fulfillment processes, including Quote-to-Cash (returns, replacements, debits, and credits)
- Own escalated customer issues, conducting root-cause analysis and ensuring resolution within a 24-hour turnaround time
- Ensure Key Performance Indicators (KPIs) are met, daily targets are achieved, and service level agreements are maintained
- Coordinate cross-functionally with Finance, Logistics, Sales, and Marketing to resolve complex customer issues
- Apply Practical Process Improvement (PPI) methodologies to identify gaps and recommend system enhancements for efficiency
- Act as a Customer Allegiance (CAS) ambassador, conducting customer visits with the sales team to gather Voice of Customer (VoC)
- Engage with commercial and functional leaders as a trusted partner to contribute to organic business growth
- Ensure strict compliance with all company policies, procedures, and service level agreements
Requirements
- Bachelor's Degree plus 3 to 5 years of experience leading small customer service teams
- Demonstrated experience in people management and team development
- Strong command of written and verbal English communication skills
- Advanced proficiency with Microsoft Office suite (Excel, PowerPoint, Outlook)
- Analytical and strong problem-solving skills with meticulous attention to detail
- Experience managing performance metrics and driving continuous improvement
- Ability to work cross-functionally and build strong stakeholder relationships
- Customer-centric mindset with a focus on service excellence
- Self-motivated and adaptable to dynamic environments while managing multiple priorities