Work Schedule

Second Shift (Afternoons)

Environmental Conditions

Office

Job Description

Job Description: Team Leader, Customer Service, LSLPG (Quotes Team)

Location: Manila, Philippines

Reports to: Manager, Customer Service

Group/Division: LSLPG

Career Band: 5

Number of Direct Team Reports: 5-10

Position Summary

Thermo Fisher Scientific is seeking a motivated and experienced Team Leader for our Quotes Team within the Customer Service Department. This role is pivotal in ensuring the team meets high standards of customer service and supports the overall business objectives that drive growth and customer loyalty.

Key Responsibilities

Oversee daily operations of the Quotes Team to ensure efficiency and effectiveness.Communicate cross-functionally with various departments, including Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems.Ensure Key Performance Metrics for Customer Services are consistently met.Support Customer Care strategies aimed at improving customer loyality and satisfaction.Collaborate with Sales to improve the customer experience by providing vital guidance.Participate in key projects supporting local and corporate initiatives.Identify and implement improvements in systems, processes, and tools.Lead customer-related data within ERP systems.Provide training and presentations on relevant Customer Care tools and strategies.Assist in the order entry automation project from an order management perspective.Lead initiatives to reduce customer complaints by analyzing data and developing strategic goals.Stabilize the Quotes Team to decrease attrition rates.Conduct effective one-on-one meetings, coaching, and mentoring sessions to boost team performance.

Skills

Proven people management and development skills.Experience in project support and management.Strong written and oral communication skills.Ability to interface optimally with internal and external customers.Committed to achieving goals with a strong focus on detail.Proficient in systems, including Oracle or SAP, Outlook, PowerPoint, and Excel.Excellent interpersonal and collaborative skills.Ability to handle confidential information responsibly.Strong analytical and presentation skills.Task-focused with a flexible approach to challenges.

Experience

Previous experience as a team leader in a shared services (Customer Care/Service) environment is preferred.Experience in Order Management is a plus.

Education

Bachelor’s degree from a four-year college or university, or equivalent work experience.

Working Conditions

Typical office environment with standard physical demands.Some travel may be required.

Equal Opportunity Employer

Thermo Fisher Scientific is proud to be an Affirmative Action / Equal Opportunity Employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.