Customer Service Operations Manager
Thermo Fisher Scientific
Basel, Switzerland
6 gg fa

Customer Service Operations Manager Labeling

Job Summary :

The Customer Service Operations Manager has leadership responsibilities and is accountable for the actions of the Label Design, the IPI 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 stakeholders about timelines
  • Builds and maintains rapport and cooperative relationships with internal departments and sister sites
  • Strong interpersonal 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
  • Oversees 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 KPIs 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 company values (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 manage multiple tasks to meet strict deadlines.
  • Strong interpersonal skills including the ability to actively listen, check for understanding and maintain a professional manner when problems / conflicts arise
  • Requires ability to develop strong customer management skills; proactively anticipates, understands, and responds to the needs of clients to meet or exceed their expectations.
  • Demonstrated excellent ability to communicate effectively with all levels of personnel.
  • Education / Experience :

  • Requires professional degree, preferably in a health related field or customer service.
  • 2+ years in managing team of 5 or more in a Customer service environment
  • Fluency written and spoken in German and English
  • Requires proficiency in personal computer applications (e.g. Microsoft Word, Excel, PowerPoint, Access, Outlook).
  • Requires excellent communication, organizational skills
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