Supervisor, Customer Care - Jobs in Markham, ON

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.As part of the Instrument and Enterprise Services (IES) | Unity Laboratory Services (ULS) team, you’ll lead, motivate, and inspire a community of customer service representatives who have strong customer relationships and solid knowledge of customer service within our Research Safety Division (RSD) Canada.In this role, you will be responsible for support, supervision, coaching and support to a team of Customer Service Representatives. You will have strong administration skills and will be responsible for performing various admin tasks as well as having a working knowledge of all the systems and processes within the department in order to support and coach the team.What will you do

• Responsible for staffing service team functions. Ensures employees are cross-functionally trained and adequate coverage is maintained at all times
• Provides ongoing coaching and mentoring to customer service team in order to develop and maintain a positive, cohesive, efficient and high performing team
• Accountable for performance management of assigned customer service team members
• Accountable quarterly/monthly vendor and service reports.
• Works collaboratively with Regional Service Managers and Supervisors to promote process improvement, seamless customer experiences and communication between teams.
• Participates as required in customer service duties and responsibilities (ie. Taking service calls, processing work orders, dispatching) as required – provides back up phone/email support
• Helps resolve more complex customer escalations and keeps Customer Service Manger and Regional Service Managers/Supervisors informed
• Partner with Service Managers to develop, schedule and coordinate training plan based on vendor course availability
• Work with Customer Service Manager to provide ongoing support to the Customer Service team through problem and complain resolution

How will you get there

• Minimum bachelors degree or of 5 years experience within a customer service organization, preferably within the sciences industry
• 2-3 years supervisory experience preferred
• Strong business acumen and operational excellence experience in customer-centric organization
• Experienced in driving customer allegiance and growing existing customer base
• Expert in team building and collaborative culture
• Excellent planning and execution skills with proven ability to drive results, and the ability to drive and utilize internal relationships
• Strong ability to perform and lead in a fast paced, changing environment with competing priorities
• Effective communicator (verbal, written and presentation), with a demonstrated ability to influence through a straight-forward style of communication
• Strong administration skills

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.Apply today! http://jobs.thermofisher.comThermo 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.Quick Apply

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