Team Leader – Customer Service & Contract Administration

About the role

Thermo Fisher Scientific is seeking an experienced Team Leader to head its Customer Service – Contract Administration team at the Shared Service Centre in Manila. The role focuses on delivering exceptional service, driving customer loyalty, and supporting business performance in a fast‑paced, matrix environment.

Key responsibilities

• Oversee daily operations of the customer service team and ensure key performance metrics are met.
• Collaborate cross‑functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Support customer care strategies to improve loyalty and CAS scores.
• Address issues at any organizational level and act as first backup for the Senior Manager.
• Lead process‑improvement projects for CA&NCI processes at the EMEA level.
• Manage customer‑related data within ERP systems and ensure quality checks.
• Train, coach and develop team members on processes and systems.

Required profile

• Minimum 4 years of customer service experience, preferably in a technical setting.
• At least 2 years of people‑management experience.
• Bachelor’s degree required.
• Strong command of written and spoken English; German is a plus.
• Self‑motivated, enthusiastic and able to thrive in a collaborative environment.

Required skills

• Proficiency with ERP systems.
• Advanced Microsoft Excel skills.
• Advanced Microsoft Outlook usage.