Careers at ThermoFisher Scientific


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Job ID :
Location :
South Korea - Seoul
Job Description
Customer Care Supervisor
Based in Seoul, Korea

Essential Functions
  • Works with the Customer Care Manager to set team goals, formulate plans to achieve, and track results.
  • Leads, motivates, coaches and supervises the LSG Customer Care Team.
  • Fosters teamwork and builds a safe environment which encourages and establishes trust.
  • Oversees daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits) business operations
  • Plans, prioritizes and directs work flow and project assignments.
  • Monitors efficiency and productivity to ensure the following service standards and key performance indexes (KPIs) are met –
    • Answered Rate - all incoming calls are answered professionally, with good phone etiquette
    • Quotes & Orders – no quotes and orders left unprocessed; SLA complete transactions within 24 hours.
    • Order Progression – ensures no unnecessary order holds and held orders to be released within the shortest time. Reviews all open sales orders and backlog; ensures thorough follow-up with supply sites for availability dates and inform customers of any product delinquency.
    • Customer Inquiries & Complaints – to be attended and responded; SLA 24 hours.
  • Conducts audits on work and determines additional training and counseling that may be required; including providing recommendations, coaching and implementing solutions to improve results. Administers disciplinary action where necessary.
  • Handles escalated customer issues either through direct personal action or referral to the respective individuals/departments. Resolves problems through root-case-analysis of situations and experience to determine best use of approach and resources.
  • Identifies process gaps and issues, recommends process improvements and system enhancements for enhanced efficiency and productivity.
  • Demonstrates the ability to recognize sales opportunities, coaches and develops the team to be commercially aware when handling customer interactions.
  • Be an effective Change Agent, who leads by example and knows how to handle periods of change and leads the team through such periods, displaying motivating and encouraging behaviors.
  • Be a trusted partner and advisor to other functions (i.e. Sales, Marketing, Operations, Finance etc) and builds strong relationships with the functional leaders in LSG.
  • Be an ambassador for creating positive customer experiences. Make joint visits with sales/marketing team as and when necessary to solicit feedback (voice of customers) and grow business relationships together.
  • Conducts recurring team huddles and 1x1 meetings with direct reports. Provides and shares updates with the Customer Care Manager.
  • Develops direct reports’ skills, monitors and evaluates performance and provides feedback.
  • Ensures compliance to company policies and procedures (References SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes.
  • Assist in any other tasks or projects assigned appropriately by the Customer Care Manager.

Required Experience, Skills and Competencies:
Education, Experience & Skills
  • A Bachelor’s Degree or above in Language/Science/Business/Supply Chain disciplines.
  • Minimum 12 years of total working experience in which 4 to 5 years of cross-functional Customer Care experience, with supervisory leadership.
  • Proven track record of process and performance improvement.
  • Good written and verbal communication skills in English and Korean. Any additional languages will be an added advantage.
  • Knowledge of Oracle Enterprise One (E1) or SAP will be an added advantage.

Our ideal candidate embodies the following traits and values:
  • Customers First, Always. Owns the customers.
  • Commercial Acumen. Understands Customer Care’s role and contribution in the commercial go-to-market strategy. Recognizes the impact of recruiting and retaining customers and how the lifetime value of each customer is the most important driver of long-term success.
  • Market Savvy. Keenly aware of markets, trends and competitors. Good idea of how the company fits within the competitive landscape.
  • Drive for Results. Executes plans and meets short and long-term objectives. Drives metrics and key performance indicators.
  • Decisive. Understands the economic impact of decisions on the customer and company. Able to move projects and team forward in ambiguous situations. Acts promptly to resolve pressing problems.
  • Proactive. Generates ideas for improvement and follows up with action. Takes initiative.
  • User-Centered Innovation. Passionate, Curious & Inquisitive. Approaches problems from a customer perspective. Develops solutions with sustainable and scalable results. Innovation-minded.
  • Strategic Thought Leadership. Future-oriented. Thinks in terms of the big picture and sees how all pieces fit together.
  • Colleague Collaboration. Communicates openly and positively. Works with others toward a common goal. Values diversity. Creatively cross pollinates ideas from a diversity of colleagues.
  • Manages Change. Greets changes as opportunities. Drives change effectively. Sustains high energy and a positive attitude in the face of challenges.
  • Integrity. Honor commitments, communicates openly and demonstrates the highest ethical standards. Authentic and leads by example.
  • Inspirational. Brings out the best in team.
  • Relationship Building. Collaborates well with others. Builds effective business relationships.

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