Team Leader – Customer Service & Contract Administration
Thermo Fisher Scientific · Quezon City
Descripcion del puesto
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.
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Thermo Fisher Scientific
Quezon City
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