Director, Customer Service Milano

Director, Customer Service
Milano
Lombardia, Milano

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $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, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them.

**The position**:

You will be responsible for establishing a world-class customer service department for MBD Europe, you will be at the forefront of instituting a unified and consistent approach across the region.

Your role is pivotal in shaping and implementing the regional Customer Service Strategy.

By leading, managing, and cultivating a regional customer services team, you will instill a culture that promotes both personal and professional growth.

Engaging effectively with key stakeholders, especially Sales and Supply Chain, will be essential to ensure a cohesive customer service experience.

The role-holder will face the complexities of overseeing a Customer Service department that supports clients in 11 distinct languages and runs operations across more than 7 different country offices.

Additionally, an integral part of this role is to understand and drive service revenue.

**Locations**:

Milan, Italy

Madrid, Spain

Inchinnan, UK

Basingstoke, UK

**How will you make an impact?

**Key Responsibilities**:

- Create, manage, and evolve a world-class customer services team.

Using expert tools and standard methodologies, be responsible for formulating strategies that optimize customer interactions and support.

- Drive and spearhead MBD''s customer service evolution, merging planning with practical implementation, ensuring both commercial success and an unmatched customer experience throughout the journey.

- Oversee the career development and training plans for the regional CS team.

Keep their skills and expertise continually updated and aligned with company goals.

Conduct annual and mid-year Performance Management Discussions (PMDs) to gauge progress and pinpoint areas for improvement.

- Focus on systems improvement by identifying, developing, and implementing innovative customer service technologies and processes.

This includes refining existing systems and introducing new tools and software to increase efficiency and improve customer experience.

- Engage and maintain key customer relationships, integrating their feedback into systems and process improvements continuously improving the service engineering offerings.

- Collaborate seamlessly with sales, marketing, and operations teams to ensure an end-to-end exceptional service experience for customers, powered by innovative systems and processes.

- Handle budgets effectively, ensuring maximum return on investment and adherence to financial guidelines.

**Who are we looking for?

Qualifications:

- Bachelor's degree in a business or quality-related field, or equivalent professional experience.

- A minimum of 10 years preferred in a service management or operational leadership role, with experience leading all aspects of multilingual teams.

- 5 years of experience preferred with quality and process improvement methodologies.

Business Process Outsourcing is advantageous.

- Previous experience in commercial operations (either sales or service) is advantageous, but not mandatory.

**Requirements**:

- Demonstrated leadership skills, particularly in running diverse, multilingual teams, processes, and technology.

- Robust analytical and critical thinking capabilities, crucial for making swift and effective decisions in dynamic environments.

- Validated ability to work effecitvely with cross-functional teams, ensuring an enhanced customer experience.

- Strong interpersonal abilities, capable of engaging with individuals across various levels and functions.

- Demonstrated expertise in working effectively within and influencing matrixed organizational structures.

- Must be able to travel 25% within region, and occasional international travels.

**What's in it for you?

- Work within a very close team in a global environment

- Good pension scheme & flexible benefits

- An excellent opportunity for career development

With Thermo Fisher Scientific, it's not just a career.

It's a chance to realise your best potential

- professionally and personally.