Export Customer Service Manager

2 months ago

Basingstoke, Hampshire, United Kingdom ThermoFisher Scientific Full time

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

Thermo Fisher Scientific Inc. is seeking a highly motivated and experienced individual for the role of Manager, Export Customer Service in Basingstoke . As Manager, you will be responsible for delivering a core, common, and consistent approach to handling customers, aligning with our Customer Service strategy. You will lead, manage, and develop the Customer Care Export & Intercompany teams, ensuring their personal and professional development. Working closely with key collaborators, including the wider Customer Care Leadership team, Commercial, and Supply Chain/Planning & Distribution, you will ensure a seamless customer experience.

THIS ROLE IS HYBRID BASINGSTOKE OFFICE BASED

Main Roles and Responsibilities:

  • Coordinate work activities to ensure departmental tasks are completed to an exceptionally high standard, on time.
  • Drive key customer care leading indicator metrics in line with targets.
  • Identify and implement process improvements to enhance team performance.
  • Provide valuable insights to management on team performance through metrics.
  • Appraise team members regularly and ensure they receive appropriate training.
  • Identify and develop potential in employees, providing timely feedback on development opportunities.
  • Apply appropriate leadership styles to adapt to different situations.
  • Exhibit outstanding communication skills with all levels within the organization and cross-functional teams.
  • Act as the face of the business when presenting and communicating with internal and external customers.
  • Build a strong network within the organization.
  • Contribute to sales support and key company-wide initiatives.
  • Analyze complaint data, resolve issues, and lead corrective actions.
  • Select and interview suitable candidates for job vacancies.
  • Build key messages and present to internal customers, including all-employee meetings.
  • Deputize on behalf of the Customer Care Director when required.
  • Foster collaborative relationships with fellow peers.
  • Support requests from external and internal auditors.
  • Complete relevant projects as requested.

Skills Required:

  • Knowledge of Global Trade Compliance and Export procedures.
  • Proven people leadership skills.
  • Change Management skillset
  • Ability to handle confidential and/or proprietary information.
  • Strong accuracy and attention to detail.
  • Excellent interpersonal, written, and verbal communication skills.
  • Ability to work independently and take initiative.
  • Requires knowledge of systems & processes, with a proven understanding of core ERPs.
  • Proactive in capturing internal and external customer needs and setting appropriate customer expectations.
  • Confident in asking customers for feedback and maintaining patience and courtesy at all times.
  • Ability to understand how items and actions will affect the company and identify process improvements.
  • Deliver results that matter to both the company and the customer.
  • Anticipate roadblocks and provide proactive solutions, removing barriers.
  • Ability to handle conflict in a fast-paced team environment.
  • Demonstrate Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement.

Minimum Requirements/Qualifications:

  • Bachelor's degree in a scientific field or Business Administration preferred; however, equivalent experience will also be considered.
  • Background in Export Customer Care or similar relevant area, with experience in a multinational corporate environment.
  • 5+ years of People Management experience.
  • Strong written and spoken English.

Thermo Fisher Scientific Inc. is an equal opportunity employer and values diversity in its workforce. We are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We also provide accessibility services for job seekers requiring accommodations in the application process. If you require an accommodation, please contact us at * to request assistance.

Join Thermo Fisher Scientific Inc. and be part of a world-class organization that enables customers to make the world healthier, cleaner, and safer. Apply today and start your story with us

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.


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