Auto req ID 62292BR
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.
The Customer Service Supervisor is responsible for the day-to-day coaching and supervision of a team of customer service reps in the call center and monitors productivity and performance standards. Plans and directs work flow and project assignments. Oversees call volume to ensure service standards are met. Conducts hiring, training, and evaluation of staff. Works to develop employees' skills, evaluate performance, and provide feedback. Responsible for team's adherence to corporate attendance and employment policies. Works with the Customer Service Manager to develop the business work plan for the team. Regularly interacts with management on matters concerning functional areas within the department and cross-functional groups.
Key Responsibilities: - Provide on-going coaching to each Customer Service Representative on team concerning quality, reliability, accountability and productivity to ensure objectives are met.
- Resolve moderately complex support-related issues for the customers and staff.
- Provide support in call escalation situations. Serves as an expert in dealing with difficult customer interactions.
- Regularly monitor customer calls in order to provide constructive feedback to CSRs.
- Plan and organize workflow to ensure efficient CS operations.
- Set goals and track results to ensure that all team metrics are met and excellent customer service is achieved.
- Communicate with peers in order to ensure that department meets its objectives.
- Acts as a communication liaison between inside sales, customer service, outside sales and other departments Monitor and analyze daily and monthly call center performance, utilizing contact management system reports.
- Assist in cost control and managing departmental budgeted expenses.
- Monitor and submit required reports in an accurate and timely manner.
- Set up and maintain necessary records, files and reports in accordance with Company standards.
- Recruit, interview select, train, and develop customer service representatives in customer service techniques.
- Assumes a high degree of responsibility and work independently
Minimum Qualifications:
- 2+ years of progressive supervisory experience.
- 4+ years of customer support experience.
- Bachelor's Degree required in Business Administration, Supply Chain, or a related field, or equivalent combination of experience and education, including a HS Diploma or GED.
- Excellent knowledge of customer service practice and procedures.
Preferred Qualifications:
- Must be able to work in a fast paced environment handling multiple demands.
- Must be able to work for prolonged periods of sitting while using a headset, keyboard, and computer terminal.
- Proven telephone and communication skills.
- Knowledge and proficiency in computer operations utilizing Microsoft products.
- Must be self-motivated, stress and pressure resistant, quick learner.
- Demonstrated ability to develop and maintain constructive working relationships within and outside of the company.
This position has not been approved for Relocation Assistance.
At Thermo Fisher Scientific, each one of our 65,000 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
Position Title Customer Service Supervisor
Country / State - City US - Georgia - Suwanee
Job Category Customer Service
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.
