About the role

AI summarised

The Team Lead, Customer Service at Thermo Fisher Scientific's Singapore Shared Service center supports the Customer Care Manager in leading a customer service team within Supply Chain and Commercial Operations. Responsibilities include coaching, order fulfillment, escalation management, KPI tracking, cross-functional coordination, and driving customer experience initiatives. The role requires a Bachelor's degree, 3-5 years of team leadership experience, preferably in life sciences or FMCG, and strong communication and analytical skills.

Life SciencesFull-timeGeneral

Key Responsibilities

Support the Manager in leading, motivating, coaching, and supervising the Customer Care Team
Assist with hiring and on-boarding of new employees
Support and conduct team meetings and one-on-one sessions with direct reports under Manager's guidance
Be an effective Change Agent who leads by example and handles periods of change with motivating behavior while supporting the Manager's vision
Oversee daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits)
Own escalated customer issues, conducting root-cause-analysis and follow through to resolution within escalation turnaround time of 24 hours
Ensure Key Performance Index (KPI) is met and the team meets daily targets, maintains service level agreements, and consistently delivers exceptional customer experiences
Coordinate with Finance, Logistics, Sales, Marketing and other departments to resolve customer issues and deliver end-to-end customer service excellence
Apply Practical Process Improvement (PPI) methodologies, identify process gaps and recommend system enhancements for greater efficiency and productivity
Be a CAS (Customer Allegiance) ambassador for creating positive customer experiences and make joint customer visits with sales team to solicit VoC (voice of customers)
Review CAS data, initiate customer contact to investigate complaints/appreciate feedback, and provide regular internal communications on Customer Experience initiatives
Lead and/or participate in cross-divisional/company-wide customer experience initiatives or projects

Requirements

Bachelor's Degree plus 3 to 5 years of experience leading small customer service teams, preferably in a shared services environment
Preferred industry experience in life science or FMCG
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)
Knowledge of Power Query, RPA and/or AI automation tools
Experience with ERP systems (SAP, Oracle) preferred
Analytical, problem-solving skills and 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 strong focus on service excellence
Self-motivated with ability to adapt in a dynamic environment and manage multiple priorities
Collaborative mindset with ability to support others and create a positive work environment