Customer Care Supervisor Export
Employer · Thermo Fisher Scientific
Office and call centre supervisor
Import-export specialist
Supply and logistics managerDaytimeFull-timeBudapest
As Export Order Management and Fulfilment Supervisor you will be responsible for one of the CMD/CAD Export Order Management & Fulfilment customer care teams in Global Business Services, executing export order processing activities, driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the CMD Business in EMEA.
Tasks
- Issue process guidance and operational directives to ensure consistent execution of export processes in accordance with company policies and regulatory requirements.
- Address process gaps, operational challenges, and compliance risks related to export transactions.
- Act as the escalation point for complex or high-risk export orders.
- Drive process standardization, simplification, and scalability across all operating units.
- Identify and implement continuous improvement opportunities to enhance efficiency, reduce risk, and improve customer experience.
- Establish, monitor and own KPIs and performance metrics for export operations
- Drive performance reviews with stakeholders, ensuring accountability and continuous improvement.
- Ensure export transactions align with trade compliance regulations, contractual obligations, and company policies.
- Support resolution of escalated export-related issues affecting order processing, shipping, or customer commitments.
- Work closely with Supply Chain, Trade Compliance, Finance, and Commercial organizations to ensure smooth order processing
- Day to day management of a complex customer care team and relevant processes
- Recruit, direct, coach, inspire team members of the customer care team to achieve and support the vision and mission.
- Set clear goals for employees to ensure prioritization of work.
- Manage key points of contact for identified strategic accounts
- Manage relevant SLA's with key stakeholders within Thermo Fisher
- Participate as part of a Thermo Fisher Customer Care team to set strategy and actions to underpin goals and targets
- Foster an environment of continuous improvement within the Customer Care team