Director, Order Management & Customer Service – EMEA
Employer · ThermoFisher Scientific
Department manager
Sales and marketing manager
Office and call centre supervisorDaytimeFull-timeBudapest
Thermo Fisher Scientific Inc. is seeking a Director, Order Management & Customer Service – EMEA to build and lead the GBS Order Management and Customer care team in Budapest.
Tasks
- Build and Lead the GBS Order Management /Customer care team members in a variety of strategic and day to day operational areas including, but not limited to, recruitment, workforce management, quality assurance and training.
- Develops and directs the management of the Order Management and Customer Care function to drive customer satisfaction and improved operational efficiency.
- Partner with the Customer Service leadership teams to ensure there is tight alignment in customer care strategy and tactics.
- Contributes to the strategy for Customer Engagement and execution.
- Build, recruit, direct, coach, inspire all managers, supervisors, team leads and team members of the customer care team in the new center.
- Develops operating plans, analyzes data and collaborates with the team to understand performance and develop improvement plans to close gaps.
- Lead for change initiatives throughout Budapest with focus on optimizing regional structure and growth initiatives.
- Identify revenue opportunity and partner with divisional sales leads on growth strategy.
- Establish and implement performance standards and metrics, together with coaching and developing talent.
- Evaluate and facilitate changes to business processes and workflow to deliver maximum productivity and effectiveness.
- Analyze and recommend cost-effective technology solutions in conjunction with the GBS team.
- Handle escalations and complex Order /customer situations as needed.
Requirements
- Bachelor's degree required- preferably business related.
- Strong technology and commercial orientation with experience in a shared services environment and broad proven experience in industry leading high volume customer service organizations with senior management experience (leading managers of people).
- Proven track record of influencing and coaching senior leadership and executives on key matters.
- Fluency of the English language (verbal and written).
- Must be able to travel within region, with some international travel required.
- Proven track record of leading and developing leaders in a Order Management /Customer Care environment.
- Experience in Regulation / Exports to complex regions within EMEA.
- Experience developing and implementing customer contact strategies across multiple contact channels (human, technical and digital).
- Proven track record of meeting balanced business objectives, employee and customer and financial.
- Experience leading virtual teams.
- Ability to plan work and work with a high degree of autonomy.