Jobs
>
Paisley

    Sr Manager, Customer Operations - Paisley, United Kingdom - ThermoFisher Scientific

    ThermoFisher Scientific
    ThermoFisher Scientific Paisley, United Kingdom

    1 week ago

    Default job background
    Paid Work
    Description

    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 ) . 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

    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.


  • Scottish Water

    Customer and Operational Support Assistant

    16 hours ago

    Scottish Water Shieldhall, United Kingdom

    Together we are Trusted to Serve Scotland. · It's not every job where you make a difference for the people of Scotland. But it's what's behind every job here. · Our work keeps Scotland's water flowing, from reservoir to tap - and from sewer to treatment plant. · Do your bit by jo ...

  • ACCA

    Customer Operations Administrator

    6 days ago

    ACCA Glasgow, United Kingdom

    ACCA is committed to a workplace culture which is inclusive, diverse, human and connected. · We're currently looking for a UK based **Customer Operations Administrator** on a part time (26 hours), permanent basis. This position sits within the Customer Operations department based ...

  • ACCA

    Customer Operations Administrator

    5 days ago

    ACCA Glasgow, United Kingdom

    ACCA is committed to a workplace culture which is inclusive, diverse, human and connected. · We're currently looking for a number of **Customer Operations Administrators **on a full time, fixed term basis (6 months contract). This position sits within the Customer Operations depa ...

  • Scottish Qualifications Authority (SQA)

    Customer Service Operator X2

    6 days ago

    Scottish Qualifications Authority (SQA) Glasgow, United Kingdom

    **Directorate** · - Business Development · **Business Area** · - Business Development & Customer Support · **Location** · - Glasgow · **Salary range** · - £21,298 - £23,086 · **Type of Contract** · - Fixed Term Contract · **Part Time/Full Time** · - Full Time/'Happy to talk flexi ...

  • Fastenal Europe

    Warehouse Operative/customer Support

    4 days ago

    Fastenal Europe Glasgow, United Kingdom Full time

    **Salary/Rate**:Annual starting salary of £25.5K+ monthly bonus option and excellent in-house training and future prospects with over 95% of staff promoted from within. **A Full Driving License is Essential for this position.** · **Location**:Glasgow · **Mode**:Full-time · **Hour ...

  • Alexander Mann Solutions

    Senior Customer Operations Assistant

    3 days ago

    Alexander Mann Solutions Glasgow, United Kingdom

    Start Date: TBC · Working Hours: 35 hours per week - Monday to Friday · Hourly Pay Rate: £10.64 · If you have a passion for people and can build lasting relationships with customers, why not think about a role with Lloyds Banking Group? · Could you help Lloyds Banking Group conti ...

  • Thermo Fisher Scientific

    Sr Manager, Customer Operations

    4 days ago

    Thermo Fisher Scientific Paisley, United Kingdom Full time

    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 perfor ...

  • Thermo Fisher Scientific

    Sr Manager, Customer Operations

    1 hour ago

    Thermo Fisher Scientific Paisley, United Kingdom Full time

    · 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 o ...

  • ACCA

    Customer Operations Administrator

    5 hours ago

    ACCA Glasgow, United Kingdom Undefined

    ACCA is committed to a workplace culture which is inclusive, diverse, human and connected. · We're currently looking for Customer Operations Administrators for our Student Support team on a full-time, permanent basis. These positions sit within the Customer Operations department, ...

  • SSE

    Head of Customer Experience

    3 days ago

    SSE Renfrewshire, United Kingdom

    **About the Role** · **Base Location**: Glasgow, Perth, Aberdeen or Inverness · **Salary**: £72,500 - £108,700 + car /car allowance + performance-related bonus + a range of benefits to support your finances, wellbeing and family. · **Working Pattern**: Permanent | Full Time | Fle ...

  • Iceland

    Home Delivery Driver

    16 hours ago

    Iceland Paisley, United Kingdom

    Our Home Delivery Drivers are ambassadors for our business. In this role you'll be delivering shopping to customers doors, providing exceptional levels of customer service and connecting directly with our customers as the face of Iceland. · If you love the open road, have strong ...

  • Thermo Fisher Scientific

    Ppi Business System Specialist Iii

    2 days ago

    Thermo Fisher Scientific Paisley, United Kingdom

    **Title**: PPI Business System Specialist · **Location**: Inchinnan · **Working Hours**: Monday - Friday, 8am-4:30pm · **Position Objective**: · To drive continuous improvement across the entire organization, which includes a cGMP manufacturing as well as non-operational function ...

  • Thermo Fisher Scientific

    Credit & Collections Representative with Portuguese

    16 hours ago

    Thermo Fisher Scientific Paisley, United Kingdom

    **Position Summary**: · Operating as part of a vibrant international team, we have an amazing entry-level opportunity to join a global company with great development and career opportunities. · Fresh graduates who are keen to learn would also be considered for this role. · **Key ...

  • Loganair Limited

    Co-operative Marketing Executive

    2 days ago

    Loganair Limited Paisley, United Kingdom

    Loganair operates a comprehensive network of scheduled and charter flights around the United Kingdom and Europe. It continues to grow, and it now has around 850 members of staff, in various departments, including, Engineering, Flight Operations, Ground and Customer Services, Safe ...

  • Swissport International AG

    Station Planner

    5 days ago

    Swissport International AG Paisley, United Kingdom

    Overview: · **Station Planner - Glasgow** · **Contract: 12 month Secondment** · **Location: Glasgow Airport** · Reporting to the Station Manager and Regional Planning Manager, the Station Planner will be primarily responsible for all roster design, implementation and management a ...

  • Clark Contracts

    Buyer

    5 days ago

    Clark Contracts Paisley, United Kingdom Full time

    Founded in 1978, Clark Contracts Ltd is a privately owned main contractor with several operating divisions; Construction, Fit Out, Small Works, Retail, Housing, Maintenance and Manufactured Joinery. ?We employ over 220 people with offices in the East and West of Scotland. · Due t ...

  • Thermo Fisher Scientific

    Manufacturing Supervisor

    5 days ago

    Thermo Fisher Scientific Paisley, United Kingdom

    **Manufacturing Supervisor Band 6 (Leadership experience gained from a manufacturing environment essential)** · **Working shifts 4 on / 4 off 12 hours shifts** · **£Basic + 40% Shift Allowance + Pension + Gym facilities on-site other excellent benefits** · This is a fantastic opp ...

  • Swissport International AG

    Customer Service Agent-glasgow Airport, 25hrs Fixed

    1 day ago

    Swissport International AG Paisley, United Kingdom

    Overview: · **Position Overview**: · Swissport is an award winning, leading provider of ground and air cargo services, dedicated to delivering efficient and reliable solutions to airlines and airports worldwide. · We are seeking dedicated and customer-focused individuals to join ...

  • Thermo Fisher Scientific

    Uk Distribution Team Leader

    4 days ago

    Thermo Fisher Scientific Paisley, United Kingdom

    Customers globally rely on our extensive range of products and services— · from life-saving medicines to lab essentials to next-generation instruments. Our Operations team leverages our PPI (Practical Process Improvement Business System) to manufacture and produce these products ...

  • Marks & Spencer

    Customer Assistant

    16 hours ago

    Marks & Spencer Paisley, United Kingdom

    **Customer Assistant - In-Store Bakery - 16 Hours - Temporary** · **Contract Start/End Date**: 02/04/23 - 01/07/23 · **Working Pattern**: · **Sun**: · **Thu, Fri and Sat**: · **Purpose** · - To deliver a great shopping experience for their customers, putting customers before ta ...