Do you have a passion for Customer Service and would like to be part of our organisation who is making the world every day a bit better?
We have an open position in our location in Landsmeer, the Netherlands:
Team Leader, Customer Service Benelux
About our business:
Part of the Fisher Scientific brand, the Research & Safety Market Division (RSD) EU is present in 18 countries across Europe to deliver a consistent service to our customers with our one-stop-shop access for scientific products. Ranging from analytical instruments to life sciences solutions, specialty diagnostics and laboratory products and services. RSD EU has an industry-leading scientific supplies portfolio with 1.8M products from over 17.000 suppliers and products includes reagents and chemicals, instruments and equipment, consumables and safety products.
Check out this video about our business:
How will you make an impact?
The role of Team Leader Customer Service is responsible for the daily management of a experienced team of Customer Service Specialists (18 FTE). In the team we have several specialties such as Warranty Services (ULS), Quotations and Key Accounts.
The Key Account Team works closely with our Key Accounts and Sales Team to provide specific services in line with SLA, e.g. proactive communication, preparing Open Order Reports and follow up with our warehouses, offering alternative items, coordination of the delivery of the items.
On a daily base you will review the results of the previous day with the team and handle any escalation or uncertainties. Based on the results, you are able to identify where improvements are needed and take appropriate action. You collaborate with other functions like Sales, Order Management, Trainer, Operational Excellence and Resource Planning.
What will you do?
Managing, coaching, guidance and motivating the Customer Service Specialist, ensuring individual and group productivity.
Daily resource planning to meet internal KPIs
Assuring that the team members have the required skill set available
Creating an inspiring team environment, encouraging creativity and constant improvement.
Ensure the quality and quantity of the work of the Customer Service Specialists.
Conducting job interviews and performance appraisals.
Managing holiday requests and illness within the team
How will you get there? Minimum Requirements/Qualifications:
Successful track record of managing people for a minimum of 4 -5 years
Experience in leading/coaching a large team
Experience of process development and improvement
Knowledge of complex organization & management.
Proven track record in Change Management.
Knowledge of sickness management (Wet Poortwachter)
Prepared to occasionally travel tvisit customers, attend exhibitions, training events, and sales meetings which may involve overnight stays
Be a strong Team Leader with open clear communication skills both written and verbal.
Fluency in Dutch and English (Written/ Spoken)
Driving license required
To protect our candidates and Thermo Fisher Scientific employees during the COVID19 outbreak, all interviews will take place remotely, via video conference.
Check out this video with 5 Reasons why to Work at Thermo Fisher Scientific.