Senior Manager, Customer Service Ams

hace 4 días


Santa Cruz, Costa Rica Thermo Fisher Scientific A tiempo completo

About Us

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of approximately $45 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer.

We are dedicated to delivering innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Job Title

Sr Manager, Customer Service Ams - $130,000 - $160,000 per year

Position Overview

This role offers a unique opportunity to drive customer experience and deliver operational efficiency in key transactional areas critical to the success of Asset Management Services business in EMEA.

As a Sr Manager, you will be part of a multi-cultural team and enjoy working in an international setting. You will be responsible for the Asset Management Services (AMS) team in Global Business Services.

Main Responsibilities

• Drive customer experience and deliver operational efficiency in key transactional areas critical to the success of AMS business in EMEA.

• Manage team leaders and customer care team members to ensure they are clear on roles, responsibilities and priorities, and that they deliver to mutually agreed goals to the highest performance standards.

• Motivate and develop the Asset Management Services (AMS) customer care team in Costa Rica.

• Day to day management of a complex customer care organization and relevant processes.

• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement.

• Track and improve on Key Performance indicators - in particular the role will share responsibility for driving the customer allegiance score (CAS) for Thermo Fisher.

• Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth.

• Manage key points of contact for identified strategic accounts.

• Manage relevant SLA's with key stakeholders within the AMS business.

Required Education/Experience

5-8 years experience of managing people and leading in a customer care environment or equivalent.

Bachelor's or master's degree from college or university.

Fluency of the English Language both written and verbal.

Why Join Us

We offer a competitive salary range of $130,000 - $160,000 per year, a comprehensive benefits package, and opportunities for professional growth and development.

Our company values diversity and inclusion, and we are an equal opportunities employer.



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