Customer Service & Operations 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

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.