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.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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