Supervisor, Customer Care
Thermo Fisher Scientific
Ciencias de la vida
37724 Lagunilla, Castilla y León - Spanien
Manager / Gestor de equipos
Experteer Overview
In this role you will lead a fast-moving Customer Care team at the Lagunilla Shared Service Center, ensuring high service standards and driving customer loyalty. You will align daily operations with business objectives, manage escalations, and support cross-functional initiatives to提升 performance. The position offers growth opportunities and a chance to shape customer experience in a global leader. You will work with multiple functions to optimize processes and data integrity, contributing to strategic goals.
Responsabilidades
- Lead and manage a high-volume Customer Care team
- Ensure daily operations meet KPIs and service standards
- Drive resolution of complex customer requirements and handle escalations
- Collaborate cross-functionally to support customer strategies and loyalty
- Support Sales to enhance customer experience and guidance
- Lead key projects for local/corporate initiatives
- Identify opportunities for system, process, or tool improvements
- Oversee management of customer data within ERP systems
- Coordinate cross-training and cross-support across teams
- Mentor and develop team members to reduce attrition
Requisitos principales
- 3+ years of leadership experience in Customer Care (preferably in a shared services environment)
- Experience with ERP systems
- Bachelor's degree or equivalent work experience
- Proven people management and development skills
- Experience supporting efficiency and productivity projects
- Strong written and oral communication
- Ability to interface with internal and external customers
- Strong attention to detail and results focus
- Proficiency with Outlook, PowerPoint & Excel
- Good organizational skills and ability to work with initiative in a team
- Ability to handle confidential information
- Excellent analytical and presentation skills
- Flexible, task-focused with a proactive approach
Descripción del puesto
In this role you will lead a fast-moving Customer Care team at the Lagunilla Shared Service Center, ensuring high service standards and driv…
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