About this role
Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description
At Thermo Fisher Scientific, we are seeking an experienced Team Leader to support our Customer Care Manager/Senior Manager in leading the Customer Service team based in our Singapore Shared Service center. Operating within our Supply Chain and Commercial Operations function, you will assist in day-to-day leadership and operations in a rapid, fast-paced environment while serving as a trusted business partner to commercial and functional teams.
Your key responsibilities (including but not limited to):
• Support the Manager in leading, motivating, coaching, and supervising the Customer Care Team • Assist with hiring and on-boarding of new employees • Support and conduct team meetings and one-on-one sessions with direct reports under Manager's guidance • Be an effective Change Agent who leads by example and handles periods of change with motivating behavior while supporting the Manager's vision • Oversee daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits) • Own escalated customer issues, conducting root-cause-analysis and follow through to resolution within escalation turnaround time of 24 hours • Ensure Key Performance Index (KPI) is met and the team meets daily targets, maintains service level agreements, and consistently delivers exceptional customer experiences • Coordinate with Finance, Logistics, Sales, Marketing and other departments to resolve customer issues and deliver end-to-end customer service excellence • Apply Practical Process Improvement (PPI) methodologies, identify process gaps and recommend system enhancements for greater efficiency and productivity • Be a CAS (Customer Allegiance) ambassador for creating positive customer experiences and make joint customer visits with sales team to solicit VoC (voice of customers) • Review CAS data, initiate customer contact to investigate complaints/appreciate feedback, and provide regular internal communications on Customer Experience initiatives • Lead and/or participate in cross-divisional/company-wide customer experience initiatives or projects • Engage regularly with commercial and functional leaders/stakeholders as a trusted business partner, understand business strategy, and work with the commercial sales team to contribute to organic growth • Ensure strict compliance to company policies and procedures (code of conduct, ethics and compliance, customer service level agreement, order fulfillment processes, etc.) and maintain good documentation for audit purpose • Any other tasks or projects will be assigned appropriately by the Customer Care Manager/Senior Manager
REQUIREMENTS
• Bachelor's Degree plus 3 to 5 years of experience leading small customer service teams, preferably in a shared services environment • Preferred industry experience in life science or FMCG • Demonstrated experience in people management and team development • Strong English communication skills, both written and verbal; additional language skills advantageous • Advanced proficiency with Microsoft Office suite (Excel, PowerPoint, Outlook) • Knowledge of Power Query, RPA and/or AI automation tools • Experience with ERP systems (SAP, Oracle) preferred • Analytical, problem-solving skills and attention to detail • Experience managing performance metrics and driving continuous improvement • Ability to work cross-functionally and build strong stakeholder relationships • Customer-centric mindset with strong focus on service excellence • Self-motivated with ability to adapt in a dynamic environment and manage multiple priorities • Collaborative mindset with ability to support others and create a positive work environment