Sr Manager, Customer Operations & Support, BCD

Sr. Manager, Customer Operations and Support (CO&S) leads a skilled team of 25 employees, 2 supervisors and 1 manager supporting the Biologicals and Chemicals Division (BCD).
This onsite role will be in Inchinnan, UK. The Sr. Manager will lead the team by optimizing team performance and have oversight of quoting, pricing, order entry, and order management, as well as project execution and continuous improvement opportunities, within the CO&S team. With a passion for customer success, the Sr. Manager will build strong cross-functional relationships with internal partners to increase process maturity and create client loyalty through well-managed experiences with CO&S team members and processes.
This role will also lead strategic transformation of multiple customer-facing workflows while advising the team to facilitate adaptable, solution-based customer and commercial interactions throughout the pre-sales and post-sales process.

What will you do?

Lead and Develop Teams:Ensures that team provides timely delivery of custom products for all customers by collaborating with internal teams to remove barriers to shipmentLeads by example and sets standards for professional behaviorEstablishes and adjusts goals and expectations for the team members based on changing customer and business needs.Cascades business imperatives to the entire team and aligns customer priorities and strategies.Partner with Sr. Mgr, Customer Operations and Support at BCD site in Grand Island, NY to ensure harmonization of processes between sites, using standard methodologiesCollect feedback on team barriers, drive cross functional resolution for process improvementsEnable and empower employees to get involved with continuous improvement initiatives, with a focus on growing talent within Thermo Fisher ScientificProficient in sophisticated PPI event design and execution including compelling cross functional engagementIdentifies new training opportunities for
themselves and for the team as new processes and technologies become available.Build onboarding program with Learning & Development to reduce onboarding timeAssesses gaps in existing systems, training, and team capabilities. Defines plans and strategies to close gaps.Holds team and cross functional teams accountable to global metrics for success, performance against those metricsCreates a motivational, inspiring team environment with an open communication cultureDevelop talent plan, promote, and enable team's professional developmentDevelop and drive employee engagement & retention plan

Delivering Strategic Analytical SupportDevelops strategies to optimize order to delivery customer experienceEstablishes team infrastructure to effectively run workload while staying ahead of the growth curveEvaluates Customer Allegiance Score (CAS) analytics and implements customer experience improvements based on feedbackDirects global analytical support and analysis for reporting metrics around service responsiveness, performance and communication levels.Establishes daily tier review mechanisms at the site levelIdentifies, understands and drives improvement of metrics, including being accountable to business leadership (i.e. performance bowler, Tier).

Driving the Superior Customer ExperienceIntroduces new and innovative ways to improve the customer experience and win new businessSupports proposed pricing models based on margins, growth projections, and cross product line sales and serviceParticipates in regular status update meetings within the BPG Commercial Organization and BCD leadershipChampions business level support when addressing customer success risks and gaps by reporting issues and concerns to the appropriate leadership level.Drives client satisfaction and improve internal processes and systems to increase efficiency without jeopardizing service levels

Education:BS/BA degreeMBA or Master's Degree (preferred)Project Management or Six Sigma certification (preferred), Experience:Previous experience in people management, developing and leading cross-functional teams is essentialEssential experience in a Customer Facing role proven track recordEssential experience using CRM systems (Salesforce preferred) and forecasting and an understanding of how they relate to the (Sales-Inventory-Operations-Planning) SIOP processEssential industry experience in manufacturing .Confirmed experience with Oracle or other ERP systemShown MS Office experience in Outlook, Windows, Excel, PowerPoint, and Word
Knowledge, Skills, Abilities:Excellent analytical, organizational, and interpersonal skills, ability to consolidate, analyze, and present data is requiredMust have experience in customer relations and problem-solving customer issuesAbility to work a matrix environmentShown role model leadership capability and intuition for businessPassion to drive process maturity, performance, and talent development to continuously aim for a better customer experience