Client Services Manager
vor 22 Stunden
It's more than just something that fills our days. At Thermo Fisher Scientific, our work has a purpose. Our work requires passion and creates meaningful outcomes. Our work matters. We're sharing our expertise and technological advancements with customers, helping them make the world a better place - whether they're discovering a cure for cancer, protecting the environment or making sure our food is safe.
**About us**
When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation. As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of $40 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.
The Manager, Client Services Operations has leadership responsibilities and is accountable for the actions of the Label Design, the In Process Inspection Customer Service and Quoting Team to ensure timely delivery of clinical supplies label projects. This position establishes and implement appropriate processes to support productivity enhancements.
**Responsibilities**:
- Holds staff accountable for their ongoing performance to specified standards.
- Develops training plans to suit growth and improvement efforts. Provides individual training for new department members as needed. Trains staff on all new and revised procedures and work instructions.
- Identifies resource needs, hires, trains, evaluates and sets standards, goals and objectives for direct reports.
- Conducts all annual employee development initiatives; mid-year evaluations, year-end evaluations
- Communicate with internal and external collaborators about timelines
- Builds and maintains rapport and coordinated relationships with internal departments and sister sites
- Strong social skills including the ability to actively listen, check for understanding and maintain a professional manner when problems/conflicts arise
- Demonstrates sound problem-solving skills and exercises good judgment and appropriate discretion when reaching conclusions
- Leads all aspects of the Investigation of Internal Incidents and Customer Complaints resulting from problems originating in the inspection area. Prepares the reports, assigns responsibilities for corrective and preventive measures.
- Creates and reports relevant critical metrics to the management
- Demonstrates thoroughness and accuracy on assignments
- Conducts all activities in a safe and efficient manner.
- Follows all relevant Standard Operating Procedures (SOPs), client protocols, and quality criteria in accordance with Good Manufacturing Practices in all areas of responsibility.
- Demonstrates and models the things we value (4I’s - Integrity, Intensity, Innovation and Involvement)
- Includes PPI into the daily work
- Applies Good Manufacturing Principles in all areas
**Minimum Qualifications**:
- Requires understanding and competent use of SOPs required by company Quality standards.
- Proficiency in the use of Microsoft Excel.
- Requires excellent organizational, planning, verbal, written and numerical skills with the ability to analyze and define solutions and lead multiple tasks to meet deadlines.
- Strong interpersonal skills including actively listening, conflict resolution and the ability to effectively influence diverse collaborators for positive outcome.
- Requires ability to develop strong customer management skills; proactively anticipates, understands, and responds to the needs of clients to meet or exceed their expectations.
- Confirmed excellent ability to communicate reliably with all levels of personnel.
**Education / Experience**:
- Requires professional degree, preferably in a health related field or customer service.
- 2+ years in leading team of 5 or more in a Client services environment
- Fluency written and spoken in German and English
- Requires excellent communication, organizational skills
**Benefits we offer**
In addition to a competitive salary based on your experience for this role, you will be eligible for a 5% company bonus, up to 1 day per week working from home, 25 days annual leave as well career development opportunities in a company that support continued growth and fosters an inclusive workplace.
At Thermo Fisher Scientific, each one of our 100,000 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.
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