Customer Service Manager, Life Science Consumables

Job Description

When you're part of the team at Thermo Fisher Scientific, you'll do important work. And you'll have the opportunity for continual growth and learning in a culture that empowers your development. With revenues of more than $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Position Summary

• Leading the Japan LSG Customer Service team to carry out the Order Fulfillment needs of our customers. Ensuring and continuously improving customer experience by aligning and co-working with sales, marketing, technical engineers, finance and other Supply Chain departments such as planning, logistics and procurement teams.

• Instills a customer-focused culture that promotes and drives Customer Loyalty (as measured by Customer Allegiance Score, CAS) through the delivery of market leading customer experience.
• For Business Continuity purposes, ensures all team members are properly trained and procedures and policies are accurately documented.
• Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning, people development, improvement projects, and scheduling to meet/exceed all of the department's goals.
• Develops a training curriculum and personal development plan for all staff, and conducts training to achieve goals.
• Establishes a continuous improvement environment and coaches and mentors process improvement activities or projects which team members conduct.
• Encourages the team to analyze and summarizes data on all facets of the operations to drive transparency, objective, data-driven, and strategic decision-making.
• Establishes and maintains timely and detailed reporting to the Supply Chain Operations Leader and Commercial Operations Leaders on all customer care management facets of the organization.
• Formulates a vision for the customer service team and drives customer service strategies to execution.
• Maintains KPIs and metrics to find opportunities for improvement and cascades the monitoring and actions to the team leaders.
• Manages outsourced resources to improve productivity, effectiveness, and the team's workload.

• University Degree in Management, Finance, Supply Chain, Logistics Business, or an equivalent field. MBA is a plus

• 5+ years of proven customer service, supply chain, operations supervision and/or management experience.
• Experience in building strong customer-facing teams that succeed in a high-volume and fast-paced business and industry.
• Process improvement activities or project management. Sig Sigma black belt, lean leader or other process KAIZEN certification is a plus.

• Excellent communication, presentation, negotiation, organizational, motivational, and strategy formulation skills in both Japanese and English.
• Strong analytical and problem solving skills and the ability to successfully interact with staff to problem solve (and preferably coach the team) to achieve goals.
• Strong financial and eye for business skills.
• Strong passion to exceed goals and commitments for self and team, in additions to ensuring KPIs and metrics are achieved.