Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Job Description Business Card Title: Team Leader, Order Fulfillment Reports To: Snr Manager, Customer Ops & Support Group/Division: BPG Job Profile Title: Team Leader, Customer Experience Career Band: 5 Job Track: Management Position Location: Cramlington ( Benton Lane, Newcastle area) Number of Direct Reports: 4 Day/Shift (if applicable): Day FLSA Status (Exempt/Non-Exempt) Exempt Relocation (if applicable): No The Team Leader, Customer Operations & Support - Order Fulfilment, has direct responsibility for leading the order fulfilment team within the Customer Operations & Support Single Use Division (SUD) business supporting a highly responsive customisation process and delivering an outstanding customer experience. Primary accountabilities include driving efficient team performance and timely order allocation execution in support of a rapidly growing custom business. With a continuous improvement approach and passion for customer success, this role will build strong cross-functional relationships and create client loyalty through well-managed experiences with the Global Customer Operations & Support team members and processes Excellent interpersonal skills both written and verbal, including digital literacy, exceptional detail orientation, strong follow up, and ability to solve problems. Responsibilities: - Responsible for leading and developing the Cramlington assigned Order Fulfilment team. - Manages individual and team distribution of work, promoting balanced workload and prioritization of assignments while ensuring adequate coverage to provide best in class support for the customer - Promotes professional development and builds team's capability - Creates an inspiring team environment with an open communication culture - Empowers employees to get involved with continuous improvement initiatives - The Customer Operations & Support Order Fulfilment team are responsible for the shipment execution of individual customer orders for custom, standard and hardware products. - Responsibilities include but are not limited to: timelines, milestone tracking, documentation, communication, report outs, dashboards, and all other requirements for the effective allocation and shipment of orders - Leads cross-functional teams appropriate to support the timing and scope of the order/project/program. Daily goal is to meet or exceed customer expectations for order fulfilment cycle times, work collaboratively with internal and external teams to maintain compliance with business rules - Responsible for assembling, analyzing and reporting metrics around service, quality and communication - Adhere to the Company's instructions and policies related to customer relations and to meet established goals - To perform any other duties as may be required within the remit of the roleTo understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company's Health & Safety Management Timely responsiveness Time management Ability to prioritize Minimum Requirements/Qualifications: - 4 years of proven performance in customer service/ customer experience role - Candidate should be passionately committed to leading others - Experience leading and aligning teams and have excellent communication/customer service skills - Must be a strong collaborator with internal teams, an effective communicator, and have an ability to address customer needs for order allocation and fulfilment - Requires BS/BA degree, or equivalent work experience - Experience in Order Fulfillment, Customer Excellence, or equivalent is preferred and ideally within the manufacturing or distribution industries - Previous experience in developing customer relations and demonstrable interpersonal, communication and customer service skills 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.