Customer Service Supervisor, Transplant Diagnostics

Job Description

JobTitle: CustomerService Supervisor

PositionLocation: Onsite, West Hills, CA

Discover Impactful Work:

Responsible for crafting an extraordinary Customer Service experience, driving a core, common and consistent approach across all teams as you provide input to the Customer Service Strategy. In this role you will be responsible for providing leadership, day to day operational excellence and employee engagement to ensure that the team realizes its full potential and delivers standards of excellence to the business. You will also help drive culture that facilitates personal and professional development while working with key partners, particularly sales and commercial leadership, operations, finance, regulatory, and your peers, to deliver a seamless experience across Customer Service.

Your responsibilities:

• Coordinate departmental efficiency and build connections with key partners to identify and implement changes to improve customer experience.
• Review and supervise results of work and metrics such as OTIF, open orders, customer holds, pricing issues, etc. and establish follow ups as necessary.
• Ensure that all staff handles transactions in accordance with defined procedures and standards.
• Assist in advising the team about changes with company products, services, and training including but not limited to new and or enhanced SAP process.
• Assist in managing a subset of Customer Allegiance Score (CAS) and respond to inquiries and correspondence.
• Assist with Debit and Credit Memo by adhering to the approval authority matrix.
• Represent the department in Tier 3 meetings to drive efficiency and teamwork.
• Manage and compile product (new, discontinued, and alternative products) documentations and regulatory requirements (signed letter, letter of acknowledgement)
• Ensure all SOPs and team trainings are up to date
• Lead all month, quarter, and year end activities
• Support and assist on all transactions including standing orders, software, services, etc
• Handle Frontline critical issues and escalations.
  

• Requirements/Qualifications:

• Bachelor’s degree required, or equivalent years of experience.
• Must have 2+ years of proven people management experience in coaching, performance management, and conflict management
• Strong SAP and Microsoft Word/Excel knowledge and skills
• Strong results orientation with the passion and focus to lead an impactful team.
• Experience of process development and improvement with demonstrated experience using PPI to drive improvements.
• Ability to work as needed during high volume periods such as month/quarter/year end.

• Benefits

  We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

  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. 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.

  Accessibility/Disability Access

  Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the job application process.

  • This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs

• Employee assistance and family support programs, including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

• Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards