Customer Service Supervisor

Job Description

Job Summary

We are seeking an experienced and results-driven Customer Services Supervisor to lead our customer services team. The Supervisor will be responsible for overseeing day-to-day operations, ensuring excellent service for both external and internal customers, and implementing strategies to enhance customer satisfaction. The ideal candidate has exceptional leadership and organisation skills, a customer-centric mindset, and a proven track record in managing customer service teams.

Job Responsibilities

• Train, manage and support a small team of up to 5 people to deliver accurate invoicing through training and consistent process compliance including performance evaluation, and development.
• Drive completeness of records for audit compliance and retrospective data reference through maintaining a repository of contract, purchase order and communication (internal and external)
• Coordinate with toller sites for accurate invoicing and revenue recognition, with completion of month end closure activities in line with corporate deadlines
• Explore improvement opportunities to streamline processes and remove waste activities.
• Monitor and analyse customer service metrics, prepared monthly, and presented internally and to key stakeholders.
• Collate and load revenue (SAC) data and revenue by geography on a monthly basis to the corporate timelines.
• Central email box management to ensure coordination and timely receipt of client orders and communications.
• Coordinate audit data collation for internal and external audits
• Support the cash collections process through quick dispute resolution.
• Handle escalated customer inquiries or complaints, ensuring prompt and effective resolution
• Oversight of handling of associated deposits and bill backs

Knowledge, Skills and Abilities:

• Demonstrated ability to train, coach and manage staff
• Foster a positive and motivating work environment, promoting teamwork, open communication, and a customer-centric culture.
• Knowledge of accounting/financial principles.
• Excellent analytical and quantitative skills.
• Microsoft Excel, PowerPoint and BI for analysis and presentation of data.
• Excellent organisation with the ability to prioritise tasks, multitask, and meet deadlines.
• Strong communication skills both written and verbal alongside solid interpersonal skills.

Benefits

In addition to a competitive salary, dependent on your experience, you will receive annual company bonus, 25 days holiday + option to purchase additional days, Life Assurance, Private Medical Insurance, Contributory Pension Plan and much more that can be tailored to suit your needs!

About us

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory with PPD, part of Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.