Supervisor, Customer Service - Covingham, United Kingdom - ThermoFisher Scientific

Description

Job Description

We are seeking an experienced and results-driven Customer Services Supervisor to lead our customer services team. The Customer Services Supervisor will be responsible for overseeing day-to-day operations, ensuring excellent service for both external and internal customers, and implementing strategies to enhance customer satisfaction. The ideal candidate has exceptional leadership and organisation skills, a customer-centric mindset, and a proven track record in managing customer service teams.

• Train, manage and support a small team of up to ca. 5 people to deliver accurate invoicing through training and consistent process compliance including performance evaluation, and development.
• Drive completeness of records for audit compliance and retrospective data reference through maintaining a repository of contract, purchase order and communication (internal and external)
• Coordinate with toller sites for accurate invoicing and revenue recognition, with completion of month end closure activities in line with corporate deadlines
• Explore process improvement opportunities to streamline process and remove waste activities.
• Monitor and analyse customer service metrics, prepared monthly, and presented internally and to key stakeholders.
• Collate and load revenue (SAC) data and revenue by geography on a monthly basis to the corporate timelines.
• Coordinate audit data collation for internal and external audits
• Support the cash collections process through quick dispute resolution.
• Handle escalated customer inquiries or complaints, ensuring prompt and effective resolution

Knowledge, Skills and Abilities:

• Demonstrated ability to train, coach and manage staff.
• Foster a positive and motivating work environment, promoting teamwork, open communication, and a customer-centric culture.
• Knowledge of accounting/financial principles.
• Excellent analytical and quantitative skills.
• Microsoft Excel, PowerPoint and BI for analysis and presentation of data.
• Excellent organisation with the ability to prioritize tasks, multitask, and meet deadlines.
• Excellent communication skills both written and verbal.
• Excellent interpersonal skills.

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 with PPD, part of Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

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.