Manager, Global Customer Excellence SUD
Business Title: Customer Excellence Manager
Reports To: Director, Global Customer Excellence, SUD
Group/Division: BPG
Job Profile Title: Manager, Customer Experience
Career Band: 7
Job Track: Management
Position Location: Remote
Number of Direct Reports: 3
Day/Shift (if applicable): Day
FLSA Status (Exempt/Non-Exempt) Exempt
Relocation (if applicable): No
This role will be responsible for leading and developing the SUD Customer Excellence Order Entry Team based in Logan, UT. They will support the BioProduction sales team by ensuring accurate and timely management of order cases in Salesforce, review and validation of contracts, and booking of orders in Oracle for the SUD flexibles and hardware businesses. Additionally, they directly support key customers, building customer relationships and customer loyalty through well-managed experiences with the BioProduction team.
Key Responsibilities:
Responsible for leading and developing the Logan assigned Order Entry team
Manages individual and team distribution of work, promoting balanced workload and prioritization of assignments while ensuring adequate coverage to provide best in class support for the customer
Promotes professional development and builds team’s capability
Creates an inspiring team environment with an open communication culture
Empowers employees to get involved with continuous improvement initiatives
The Customer Experience team are responsible for the management of individual custom orders for selected key accounts, as well as forecasted demand. Responsibilities include but are not limited to: timelines, milestone tracking, cost management, documentation, communication, report outs, dashboards, and all other requirements for the effective execution of the project per the contract and/or order
Leads cross-functional teams appropriate to support the timing and scope of the order/project/program. Daily goal is to meet or exceed customer expectations for order entry cycle times, work collaboratively with internal and external teams to resolve order package defects, and maintain compliance with business rules
Accountable for building customer relationships, capturing customers needs accurately, working closely with the commercial team to support business, and supplying timely responses to customer requests
Responsible for assembling, analyzing and reporting metrics around service, quality and communication
Accountable for the successful resolution of action items from customer meetings and ensuring the timely completion of customer complaints
Other duties as assigned
Minimum Requirements/Qualifications:
Proven experience in a formal or informal leadership role
Experience leading and aligning project teams and have excellent communication/customer service skills. Experience in aligning international business teams is a benefit.
Must have experience of working in a cGMP environment. Technical knowledge of the biotech industry and the “biological” drug development process is preferred but not essential.
The ideal candidate should have 1+ years of Project Management experience participating in cross-functional project teams
Candidate should have 3+ years proven performance in a customer service role, preferably with order entry, contracting, or similar experience
Must be a good team player and an effective communicator and have an ability to address customer needs for order processing
Requires BS/BA degree, or equivalent work experience
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 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, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 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, Patheon and PPD. For more information, please visit www.thermofisher.com.
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.