Work Schedule

Environmental Conditions

Job Description

Supervisor, Customer Service 

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals. 

Position Summary: 

A position has arisen for a Supervisor in our Customer Service Department, based at our new Shared Service Center in Budapest. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth. 

What will you do? 

Responsible for the success of the daily operations of the team. 

Communicate cross-functionally as required with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems. 

Ensure that the Key Performance Metrics for Customer Services are met 

Support key Customer Care strategies to drive customer loyalty & resulting CAS score. 

Support Sales to enhance the customer experience by providing appropriate guidance. 

Participate in key projects to support local/corporate initiatives. 

Identify key improvement opportunities - e.g. system enhancements, processes, tools. 

Utilize system knowledge to provide appropriate guidance on transactional capability. 

Oversee management of customer-related data within ERP systems. 

Train/present to other team’s relevant CC tools/initiatives/strategies. 

Complete other related duties/responsibilities as assigned. 

How will you get there? 

Demonstrated skills in people management & development preferred. 

Experience in supporting projects preferred. 

Good written and oral communication skills are essential. 

Must be able to interface effectively with internal & external customers. 

Strong results focus and attention to detail are essential. 

Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel. 

Good organizational skills are necessary, as is the ability to use own initiative and collaborate well within a team. 

An ability to handle confidential and/or proprietary information. 

Good organizational skills are necessary, as is the ability to use own initiative and collaborate well within a team. 

Excellent analytical and presentation skills required 

Must be task-focused with enthusiasm and a flexible approach. 

Fluency in English and another European language required. 

Experience: 

Requires a minimum of 5 years’ experience in Shared Service Environment 

Requires a minimum of 2 years’ experience as a team leader preferably in a call centre/office environment