Careers at ThermoFisher Scientific


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Job ID :
Location :
South Korea - Seoul
Job Description

Lead teams of specialists who provide internal and external customers support (e.g. technical, order assistance, payment-related assistance). Oversee customer support process, definition, implementation, and execution in order to achieve target levels of service quality, operational efficiency and customer satisfaction.

Main Accountabilities are:

  • Strategy
    • Creates, implements, monitors and reviews customer support strategy.

  • Targets
    • Defines key targets and ensures these are achieved for the customer support.

  • Process Development
    • Develops, implements, and maintains customer support processes. Participates in customer support related development projects (e.g. tools, competences, resources)
  • Customer Assistance
    • Ensures the resolution of customer issues (e.g. order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. Coordinates resolution with Service teams.
  • Quotations, invoicing & credit limits
    • Oversees price quotes to customers. Ensures timely issue of invoices for revenue generation. Identifies and closely follows up on customer issues relating to credit.

  • Special requests
    • Recommends appropriate solution for special customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. resourcing, quotes, price lists, invoice) is in place.

  • Reporting
    • Establishes regular reports and statistics of the customer support process. Reviews and analyzes performance against standards and prepares improvement plans.

  • People leadership and development
    • Ensures (with HR support) that the area of responsibility is properly organized, staffed, skilled and directed. Coaches, motivates and develops direct and indirect subordinates within HR policies. Drives and ensures know-how sharing and cross-collaboration.

Successful candidates should have:

  • Experienced leading teams with a focus on operational execution in customer support/care department.
  • Proven experience and capabilities in customer support including order handling, handling customer inquiries in a timely manner.
  • 10+ years of professional experience in customer support roles, 3+ years of people managing experience as well.
  • Excellent interpersonal and communication skills with the ability to build trusting relationships as well as influencing across a matrix organization.
  • Proactive in identifying solutions to business issues. Possesses a responsive and strong sense of urgency.

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