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Supervisor, Customer Service

2 months ago

Adelaide Region SA, Australia Thermo Fisher Scientific Full time

Thermo Fisher Scientific (NYSE:TMO) is headquartered in Waltham, Massachusetts, and is the world leader in serving science, enabling our customers to make the world healthier, cleaner and safer. We serve customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as environmental and industrial process control settings, all through two brands, Thermo Scientific and Fisher Scientific.

Internal:

- Directly accountable to the Global Customer Service.
- Indirectly accountable to:

- Regional Service Leaders
- Adelaide Site leader

**External**:

- Customers
- Human Resources Delegations - ‘Thermo Fisher Scientific’ Professional Band 6.
- Financial Delegations - refer ‘Thermo Fisher Scientific’ Authority Matrix, PPA Service Authority Matrix.
- Some out of hours work will be required - regular teleconferences with global partners from service organization. (1 - 2 times per week)

This role has two areas of responsibility

**Coordinating PPA Customer Service Teams tasks**:

- Supporting metrics such as bookings, revenue, OTD and CAS
- Supporting Key Functions (Marketing, Tech. Support, Regional Service)
- Process improvements to drive efficiency and improved Customer Service in alignment to divisional goal tree

**Functional Leadership**:

- Coordinating order processing (Spares, Warranty and Repair orders) from customers inquiry to shipment
- Chasing PSA Renewals and customer quotes
- Ensure proactive communication with Customers
- Close collaboration with local team members (supply chain, operations shipping)

**People and Training**:

- Support and display the core values of Integrity, Intensity, Innovation, Involvement; the 4-I’s.
- Promote personal growth of self and the Performance Management Development (PMD) programme and ensuring development needs are planned and completed as appropriate to the performance targets.
- Support high levels and consistency of communication and knowledge transfer amongst regional/global sales and service staff and leverage connections for innovations and cross learning opportunities.

**Continuous Improvement - PPI Lean**:

- Built a SQDC (Safety, Quality, Delivery, Cost (inventory and productivity)) culture and reinforce this in through daily management (stand-up meetings, Gemba’s).
- Ensure all processes and procedures are documented, audited and followed and be able to demonstrate continuous improvement and corrective action processes are in use, in order to meet the requirements for maintaining certification of the company’s ISO 9001 “Management System”.
- Actively use the Root-Cause Counter-Measure (RCCM) 5-whys tool to evaluate gaps or misses in performance and establish sustainable corrective and preventative actions, including for the customer satisfaction scores.
- Be a key member of the CARES/CAS program and identify improvement programs to enhance customer happiness.

**Occupational Health and Safety**:
Always protect the safety and wellbeing of the organization in the workplace by adhering to company and individual site policies/practices, in particular ensuring that:

- The principles of hazard management are followed, including regular SOTs
- Job and site risk assessments are conducted prior to commencing work
- Only work for which you are trained and/or qualified is undertaken
- all incidents (near misses) and accidents are reported in line with policy
- PPE is used as intended, and as and when required - without exception
- Any change in personal circumstance which may compromise an individual’s ability to work safely is reported to management as a matter of priority.

**Information & Advice**:
Own and report key business metrics and information:

- Safety incidents and injuries.
- Accurate and timely (end of financial month) reporting of core metrics data (refer to metrics and Strategy Deployment Bowlers (metrics) and A-M metrics, including OTD).
- RCCM analysis and reporting for misses and gaps in metrics data.
- PPI Kaizen project recommendations and status reporting to the steering committee where you are the process champion or projects are within the A-M value-stream.
- Customer CAS feedback/responses and RCCM reporting and status.
- Monthly updates of the quarterly R&O for the A-M value stream business.

**Key Performance Metrics**:

- Number of Inquiries / Quotes / Orders per week
- Response time to customers
- CAS

**Leadership and Management**:

- Ensure compliance with BU, divisional and corporate policy and procedure, as well as all Thermo Fisher Scientific and regulatory legal, export and other applicable policies and procedures.
- Be a role model at all times by displaying ethical behaviour consistent with Thermo Fisher Scientific stated values.

**Skills & Abilities**:

- Experience in team building and management to deliver on key growth metrics
- Ability to set and achieve goals, handle time, tasks and risks, meet time l

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