Experience Inc. Jobs

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

In this role, you will be responsible for directing administrative and operational tasks to support revenue growth, productivity, and outstanding levels of customer satisfaction. Your leadership will be critical in providing the team with the training, tools, direction, and motivation they need to succeed. You will collaborate closely with various teams to ensure customer needs are understood and met, and to identify improvement opportunities to enhance our processes.

Key Responsibilities:

Participate in the design and implementation of operational policies and processes to increase efficiencies

Retain customers and ensure customer satisfaction

Act as the main point of contact for handling customer concerns including indirect partners channel.

Coordinate communication between various teams to meet customer needs

Identify improvement opportunities and lead improvement projects

Direct staffing, training, and performance evaluations to enhance the customer service function

Hold team accountable for key performance indicators including: Response Time, First Time Right, close completion of problem records (quality complaints), Field utilisations and Customer Allegiance Score. (CAS)

Minimum Qualifications:

Relevant educational background or extensive practical experience

Minimum of 5 years of customer service experience in a related industry

Proven success in leading a team

Demonstrated success in effectively handling multiple projects with minimal supervision

Excellent communication and interpersonal skills

Preferred Qualifications:

Proficient computer skills and technical knowledge

Excellent verbal and written communication skills

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.