Customer Service Manager

ThermoFisher Scientific; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Thermo Fisher Scientific is seeking a Customer Service Manager in Mexico City to lead order management, customer support, and process improvements.

You will collaborate with Sales, Supply Chain, Finance and Operations to optimize service delivery and drive customer satisfaction, mentoring teams of 10+ and building KPIs. The role offers a path to influence regional service standards and customer success.

Formación

• Advanced degree with substantial leadership experience in customer service.
• Bachelor's degree with 8+ years in customer service leadership.
• Certifications in Project Management, Six Sigma, or process improvement are advantageous.
• Experience driving operational excellence and process improvements in a customer service environment.
• Strong understanding of end-to-end order management and ERP systems.
• Excellent analytical and data-driven decision-making capabilities.
• Proven ability to develop and track KPIs and SLAs.
• Strong communication and interpersonal skills across all levels.
• Experience in a matrix organization.
• Change management and continuous improvement focus.
• Customer satisfaction and business objectives oriented.
• Proficiency with MS Office and customer service technologies.
• Experience with quality management and compliance requirements.
• Ability to travel 5-10% for regional positions.

Responsabilidades

• Lead and develop teams to ensure effective order management and customer support.
• Collaborate with Sales, Supply Chain, Finance and Operations to optimize service delivery.
• Drive process improvements and manage escalations to enhance satisfaction.

Conocimientos

People management

Leadership

Cross-functional collaboration

Analytical thinking

Data-driven decision making

Communication skills

Change management

Project management

Educación

Advanced degree

Bachelor's degree

Business Administration / Supply Chain Management (preferred)

Herramientas

SAP

Oracle

JDE

Microsoft Office

PMP Certification

Six Sigma

Descripción del empleo

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As a Customer Service Manager at Thermo Fisher Scientific, you'll contribute to delivering exceptional customer experiences while supporting operational excellence across our organization. You'll manage and develop teams to ensure effective order management, customer support, and process improvement initiatives. In this role, you'll collaborate with cross-functional partners including Sales, Supply Chain, Finance, and Operations to optimize service delivery and enhance customer satisfaction. This role offers the opportunity to make a meaningful impact by enabling our customers to make the world healthier, cleaner, and safer through innovative scientific solutions.

REQUIREMENTS

• Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of experience in customer service leadership, including people management of teams of 10+ employees

• Preferred Fields of Study: Business Administration, Supply Chain Management, or related field

• Professional certifications in Project Management, Six Sigma, or Process Improvement methodologies are advantageous

• Demonstrated success in operational excellence and process improvements in a customer service environment

• Strong understanding of end-to-end order management processes and ERP systems (SAP, Oracle, JDE)

• Excellent analytical and data-driven decision-making capabilities

• Demonstrated ability to develop and track key performance metrics and service level agreements

• Strong communication and interpersonal skills with ability to work effectively across all organizational levels

• Experience working in a matrix organization

• Strong project management skills and ability to guide complex, cross-functional initiatives

• Demonstrated ability to build and maintain effective relationships with internal and external stakeholders

• Change management experience and commitment to continuous improvement

• Focus on customer satisfaction and business objectives

• Proficiency in Microsoft Office suite and customer service technologies

• Experience with quality management systems and compliance requirements

• Strong problem-solving skills and ability to handle escalations effectively

• Fluency in English required; additional language skills beneficial

• Ability to travel (typically 5-10% for regional positions)

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.