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Job Description

Sr. Manager, Customer Operations and Support (CO&S) leads a skilled team of 25 employees, 2 supervisors and 1 manager supporting the Biologicals and Chemicals Division (BCD).

This onsite role will be in Inchinnan, UK. The Sr. Manager will lead the team by optimizing team performance and have oversight of quoting, pricing, order entry, and order management, as well as project execution and continuous improvement opportunities, within the CO&S team. With a passion for customer success, the Sr. Manager will build strong cross-functional relationships with internal partners to increase process maturity and create client loyalty through well-managed experiences with CO&S team members and processes.

This role will also lead strategic transformation of multiple customer-facing workflows while advising the team to facilitate adaptable, solution-based customer and commercial interactions throughout the pre-sales and post-sales process.

What will you do?

Lead and Develop Teams:

• Ensures that team provides timely delivery of custom products for all customers by collaborating with internal teams to remove barriers to shipment

• Leads by example and sets standards for professional behavior

• Establishes and adjusts goals and expectations for the team members based on changing customer and business needs.

• Cascades business imperatives to the entire team and aligns customer priorities and strategies.

• Partner with Sr. Mgr, Customer Operations and Support at BCD site in Grand Island, NY to ensure harmonization of processes between sites, using standard methodologies

• Collect feedback on team barriers, drive cross functional resolution for process improvements

• Enable and empower employees to get involved with continuous improvement initiatives, with a focus on growing talent within Thermo Fisher Scientific

• Proficient in sophisticated PPI event design and execution including compelling cross functional engagement

• Identifies new training opportunities for themselves and for the team as new processes and technologies become available.

• Build onboarding program with Learning & Development to reduce onboarding time

• Assesses gaps in existing systems, training, and team capabilities. Defines plans and strategies to close gaps.

• Holds team and cross functional teams accountable to global metrics for success, performance against those metrics

• Creates a motivational, inspiring team environment with an open communication culture

• Develop talent plan, promote, and enable team’s professional development

• Develop and drive employee engagement & retention plan

Delivering Strategic Analytical Support

• Develops strategies to optimize order to delivery customer experience

• Establishes team infrastructure to effectively run workload while staying ahead of the growth curve

• Evaluates Customer Allegiance Score (CAS) analytics and implements customer experience improvements based on feedback

• Directs global analytical support and analysis for reporting metrics around service responsiveness, performance and communication levels.

• Establishes daily tier review mechanisms at the site level

• Identifies, understands and drives improvement of metrics, including being accountable to business leadership (i.e. performance bowler, Tier).

Driving the Superior Customer Experience

• Introduces new and innovative ways to improve the customer experience and win new business

• Supports proposed pricing models based on margins, growth projections, and cross product line sales and service

• Participates in regular status update meetings within the BPG Commercial Organization and BCD leadership

• Champions business level support when addressing customer success risks and gaps by reporting issues and concerns to the appropriate leadership level.

• Drives client satisfaction and improve internal processes and systems to increase efficiency without jeopardizing service levels

How will you get here?

Education:

• BS/BA degree

• MBA or Master’s Degree (preferred)

• Project Management or Six Sigma certification (preferred)

Experience:

• Previous experience in people management, developing and leading cross-functional teams is essential

• Essential experience in a Customer Facing role proven track record

• Essential experience using CRM systems (Salesforce preferred) and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning) SIOP process

• Essential industry experience in manufacturing .

• Confirmed experience with Oracle or other ERP system

• Shown MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word

Knowledge, Skills, Abilities:

• Excellent analytical, organizational, and interpersonal skills, ability to consolidate, analyze, and present data is required

• Must have experience in customer relations and problem-solving customer issues

• Ability to work a matrix environment

• Shown role model leadership capability and intuition for business

• Passion to drive process maturity, performance, and talent development to continuously aim for a better customer experience

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does 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.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us (https://jobs.thermofisher.com/global/en/5-reasons-to-work-at-thermo-fisher-scientific) . As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does 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.