Supervisor Export Customer Service

Thermo Fisher Scientific; Ostwald; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A leading scientific company in France is seeking a Supervisor Export Customer Service to lead a dedicated team ensuring compliance and exceptional service delivery. Responsibilities include managing team performance, staying informed on export regulations, and driving continuous improvement initiatives. Ideal candidates possess a Bachelor's degree and significant experience in export services, with strong leadership skills. The role encourages a collaborative environment and values excellence in customer service.

Qualifications

• Minimum of 5 years in export customer service or export shipping.
• 2-3 years of supervisory experience.
• Experience in diverse cultural environments.

Responsabilités

• Lead and manage a team of Export Customer Service Specialists.
• Ensure compliance with export/import regulations.
• Drive continuous improvement initiatives.

Connaissances

Leadership

Mentorship

Process Improvement

Effective Communication

Organizational Skills

Formation

Bachelor’s degree

Description du poste

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Join Thermo Fisher Scientific Inc. as a Supervisor Export Customer Service, guiding a team to ensure top-notch, export-compliant customer experiences. This role in France allows you to influence our service operations.

Key Responsibilities

• Lead and manage a team of Export Customer Service Specialists, ensuring top-tier performance and outstanding customer service.
• Conduct regular performance reviews and mentorship sessions, addressing any challenges proactively.
• Stay updated on foreign export/import regulations and procedures, ensuring compliance and timely customs clearance.
• Ensure adherence to IATA Dangerous Goods Regulations.
• Coordinate work schedules and team sizes to avoid task backlogs, working closely with the resource analyst and other managers.
• Coordinate holiday and sickness absences to maintain efficient team performance.
• Collaborate effectively with the Customer Service Manager and other supervisors to cultivate a cohesive team culture, guaranteeing smooth support among teams.
• Collaborate with the Training and Quality team to implement effective mentoring and development plans.
• Participate in recruitment and selection processes to build a strong team.
• Maintain a positive work environment, upholding the dignity and respect of all team members.
• Ensure all customer requests are processed within agreed SLAs, tracked with clear critical metrics, and completed accurately.
• Drive continuous improvement initiatives to improve customer quality and team efficiency.
• Analyze customer service happiness metrics and implement strategies to enhance customer experience.

Minimum Requirements/Qualifications

• Bachelor’s degree or a minimum of 5 years of experience in export customer service or export shipping.
• Proven track record of managing or supervising people for a minimum of 2-3 years.
• Experience in diverse cultural environments.
• Strong mentorship and people development skills (Non-negotiable).
• Demonstrated success in service delivery within a high-volume service environment (Non-negotiable).
• Willingness to travel for customer visits, training events, and sales meetings, including overnight stays.
• Experience in process development and improvement.
• Adherence to company policies and 4i values (Non-negotiable).
• Effective communication skills, both written and verbal (Non-negotiable).
• Strong organizational skills for managing people and processes proactively (Non-negotiable).
• Ability to positively influence team members, colleagues, and customers professionally.
• Professional presentation and approach when interacting with customers and key collaborators.
• Ability to travel internationally at short notice (Non-negotiable).

At Thermo Fisher Scientific, we cultivate a cooperative and diverse atmosphere, motivating our team members to excel. Come aboard and become a member of a group that prioritizes creativity, excellence, and efficiency to deliver exceptional customer service!