Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 75,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com.
The primary responsibility of this position is to manage the sales operations / order management team which is responsible for EMEA Sales Operations.
Team has a focus on Direct Channel for the country legal entities/branch offices in Europe, as well as the Indirect Channel Business (agents/distributors) mainly in Middle East & Africa and Central Eastern Europe.
Main objective is to support our Life Science, Materials Science (including Desktop SEM and Surface Analysis) and SEMI business, Desktop SEM and Surface Analysis) for Electron Microscopes and accountable for the execution of orders, managing factory and 3rd party deliveries and driving revenue.
Accountable for the daily operations and balancing capacity (back-up) of the Sales Operations team as key part of the EMEA Sales & Service Operations Center.
Manage and direct the activities of a dedicated team of Sales Operations employees within the assigned area of responsibility, of up to 11 direct reports.
Assist the Sales and Services Operations Center Manager to establish and implement both strategic and tactical projects.
Operationally support team members in daily Order Management, Sales Operations and Export related topics, manage escalations and drive Month/Quarter end peak effectively with full focus on the Customer.
Drive sales and revenue by ensure shipments (installations) are followed up as per revenue plan and co-host (back up of the senior manager) the weekly revenue calls, for SEMI, SCIENCE and DTS business and Sales Directors.
Ensure and safeguard compliance with Legal/Export Control regulations and SOX Compliance as per audit guidelines.
Measures, develops, supports and motivates personnel to attain or exceed established goals to improve Employee Involvement and People development.
Standardizing/improving processes via Practical Process Improvement (PPI) Methodology and establish LEAN daily management. Leads, participates and/or supports KAIZEN workshops; monitor progress, maintain database, metrics, pre-workshop, and follow up on post workshop activities.
Monitors progress in KPI performance such as accuracy of order placement from acknowledgement to delivery and invoicing.
Represent and backup your team during daily interactions and weekly risk assessment meeting with Sales Teams and internal departments.
Acts as the liaison for SSOC (Sales & Service Operations Center) with all divisions, departments and field operations to remain informed of policy and procedural changes.
Effectively supervise staff, assign specific duties, and create a constructive and cooperative working relationship between the SSOC teams as well as other cross functional groups.
Requires a University or bachelor’s degree and 5 – 7 years of relevant experience (or an equivalent combination of experience and education) in a similar sales and service environment including demonstrated success in supervising/managing a team of 10-15 employees.
Demonstrates strong leadership qualities, and models good behaviors for direct reports and other employees.
Critical soft skills include self-motivation, the ability to multi-task and remain composed under pressure, professionalism, written and oral communication skills, and strong team and customer orientation.
Consistently communicates with customers, peers, and other Thermo Fisher Scientific employees in a helpful, friendly, and professional manner.
Requires outstanding problem solving, follow-through, attention to detail and organizational skills.
Ability to multi-task in an extremely fast paced environment, and Ability to maintain professionalism and courtesy under pressure.
Ability to work with a global team, respecting different cultures from all regions.
Solid knowledge and proven track record in international Trade, commercial export documentation, Incoterms, Letters of Credit, Import Export and Compliance/Export Control regulations.
Must have a professional working proficiency in English, preferably also in an additional language like French, Italian, Spanish.
Extensive QAD/SAP (ERP system) knowledge and/or CRM and Booking process experience is highly desirable.