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

  • Field Supervisor

    1 month ago

    Adelaide Region SA, Australia Service Stream Full time

    Primary Location Adelaide - Happy Valley Job Description Summary Field Supervisor About the Role Supervisor PD Department Field Services How to Apply

  • Customer Service Supervisor

    2 weeks ago

    Adelaide Region SA, Australia Northline Full time

    **Job no**: 494021 **Work type**: Permanent Full Time **Location**: SA - Adelaide, VIC - Melbourne **Categories**: Administrator **About the Role** Handling a portfolio of clients, the Customer Service Supervisor is the main point of contact for our Northline International Freight Management department. Working closely with our clients, internal...

  • Customer Service Supervisor

    3 days ago

    Greater Adelaide SA, Australia HERTZ Full time

    _Hertz is more than a rental car business. It is a global company proud to dedicate itself to meeting customer needs by offering a wide variety of vehicles and services. Boasting a rich history of significant first steps, ambitious ideas and innovation, Hertz has evolved into the reputable global brand it is today. Our global company includes our other...

  • Supervisor, Customer Engagement

    1 week ago

    Adelaide Region SA, Australia CoreLogic Full time

    Job Summary: Join our team of over 5,000 employees globally, who provide the insights through data and next generation technology that help millions of people find, buy and protect the homes they love. From the beginning, CoreLogic has been driven by a single purpose - to innovate and create solutions that solve our clients’ toughest challenges in the...

  • Patient Services Supervisor

    2 months ago

    Adelaide Region SA, Australia Calvary Community Care Full time

    Adelaide, SA, Australia Permanent **Closing on**: Jan 18 2023 Favourite Position Description Make a difference at one of Australia’s leading health care providers Generous salary packaging benefits, ongoing professional development and supportive team environment About the role Reporting to the Patient Services Manager, the Patient Services...

  • Supervisor, Customer Service

    5 days 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,...

  • Customer Service Supervisor

    3 weeks ago

    Adelaide CBD, Australia HERTZ Full time

    _Hertz is more than a rental car business. It is a global company proud to dedicate itself to meeting customer needs by offering a wide variety of vehicles and services. Boasting a rich history of significant first steps, ambitious ideas and innovation, Hertz has evolved into the reputable global brand it is today._ - To continue our success in the future of...

  • Customer Service Coordinator

    3 days ago

    Adelaide Region SA, Australia Uniting Communities Full time

    The **Customer Service Coordinator** will be responsible for the facilitation and delivery of services to our customers. You will work closely with the Senior Customer Service Coordinator assisting in the provision of consumer directed care for prospective and existing customers to ensure they receive a high quality individualised service that meets their...

  • Business Services Supervisor

    5 days ago

    Adelaide Region SA, Australia HAYS Full time

    Join this progressive Mid-Tier Firm located on the Adelaide city fringe. Supportive and flexible environment. **Your new company** You will be joining an established and respected Adelaide Mid-Tier Firm that values diversity, inclusion and collaboration. **Your new role** As a Supervisor Business Services, you will be responsible for producing top...

  • Site Supervisor

    4 weeks ago

    Adelaide Region SA, Australia HAYS Full time

    The opportunity for an experienced Site Supervisor to work for an established, National Custom Home Builder **Your new company** Our client is a well-established home builder, building custom homes Australia and New Zealand wide. Based in Adelaide's Eastern Suburbs, they are looking for a Site Supervisor to work across numerous residential sites, at various...

  • Site Supervisor

    1 week ago

    Adelaide Region SA, Australia Roussos Recruitment Full time

    **Job details**: Posted 19 January 2023 Salary$100,000- $125,000 + car + super LocationAdelaide DisciplineResidential Construction Reference1024875 **Job description**: For over two decades, this builder has cultivated a reputation for delivering premium, customised homes to families with quality and care at the forefront. Due to growth, they are...

  • Supervisor

    1 week ago

    Adelaide Region SA, Australia Downer Group Full time

    Downer is a leading provider of end-to-end **Technology & Communications** service solutions. Our wireless line of business offers capability across Project Management, RAN design, SAED, construction and integration services for our customers across both Carrier and Critical Communications networks. **ABOUT THE ROLE** Due to securing new programs of work...

  • Workshop Supervisor

    2 months ago

    Adelaide Region SA, Australia Recruitment Vision Full time

    **Workshop Supervisor** - **Full time position**: - **Excellent remuneration**: - **Based in the Western Suburbs** Our client specialises in the manufacturing of equipment and machinery for the Agricultural industry. They emphasise quality, safety and customer service. They are currently seeking an experienced Workshop Supervisor to oversee their...

  • Workshop Supervisor

    2 days ago

    Adelaide Region SA, Australia Recruitment Vision Full time

    **Workshop Supervisor** - **Full time position**: - **Excellent remuneration**: - **Based in the Western Suburbs** Our client specialises in the manufacturing of equipment and machinery for the Agricultural industry. They emphasise quality, safety and customer service. They are currently seeking an experienced Workshop Supervisor to oversee their...

  • Site Supervisor

    2 weeks ago

    Adelaide Region SA, Australia OSOS Alliance Full time

    Immediate start - Permanency - Stability Site Supervisor DIDO Are you an experienced and motivated Supervisor seeking a challenging opportunity to lead and manage? Look no further! Our client is a reputable service provider to a multitude of disciplines across defense, electricity, telecommunications and transport. Due to their continued growth, they are...

  • Site Supervisor

    1 month ago

    Adelaide Region SA, Australia OSOS Alliance Full time

    Immediate start - Permanency - Stability Site Supervisor DIDO Are you an experienced and motivated Supervisor seeking a challenging opportunity to lead and manage? Look no further! Our client is a reputable service provider to a multitude of disciplines across defense, electricity, telecommunications and transport. Due to their continued growth, they are...

  • Warehouse Supervisor

    2 months ago

    Adelaide Region SA, Australia Beerenberg Farm Full time

    Work for a well-established, family-orientated company - Great opportunity for ongoing career development - Based in picturesque Hahndorf - Hahndorf, SA Beerenberg is a sixth-generation family-owned business, a household name in fresh farm produce, home-style jams, sauces and condiments. Widely known for quality, authenticity and provenance, Beerenberg...

  • Building Supervisor

    2 weeks ago

    Adelaide Region SA, Australia Burbank Full time

    Building & Construction Foreperson / Supervisor Adelaide Permanent / Full Time 12/4/2023 - Volume supervision experience essential - Family owned volume builder with operations in SA, VIC, NSW, ACT & QLD - Report into an encouraging Construction Manager and get plenty of support **About us** Aspirational, award-winning and distinctly Australian, Burbank...

  • Building Supervisor

    1 week ago

    Adelaide Region SA, Australia Burbank Full time

    Building & Construction Foreperson / Supervisor Adelaide Permanent / Full Time 20/1/2023 - Volume supervision experience essential - Family owned volume builder with operations in SA, VIC, NSW, ACT & QLD - You'll report into an encouraging Construction Manager and get plenty of suppo **About us** Aspirational, award-winning and distinctly Australian,...

  • Supervisor Security Services

    2 months ago

    Adelaide Region SA, Australia The University of Adelaide Full time

    **(HEO3) $98,000 to $104,000 annualised salary plus an employer contribution of 17% superannuation applies.** **New, continuing, full-time opportunity available immediately.** **Opportunity to contribute to a safe campus environment for University students and staff, providing advice and assistance to stakeholders across the University’s campuses.** The...