Thermo Fisher Scientific seeks a Customer Service Manager in Mexico City to lead teams in order management and customer support while driving operational excellence. The role requires collaboration across Sales, Supply Chain, Finance, and Operations to enhance service delivery and customer satisfaction in a standard office setting.
Responsibilities
Manage and develop customer service teams to ensure effective order management and support
Collaborate with cross-functional teams to optimize service delivery and enhance customer satisfaction
Drive operational excellence and process improvement initiatives in customer service operations
Build and maintain stakeholder relationships across internal and external partners
Guide complex,
cross-functional initiatives and handle escalations effectively
Requirements
Advanced degree plus 6 years customer service leadership experience, or Bachelor's degree plus 8 years experience
Proven people management of teams with 10+ employees
Strong knowledge of order management processes and ERP systems (SAP, Oracle, JDE)
Project management, Six Sigma, or process improvement certifications preferred
Data-driven decision-making with ability to develop KPIs and service level agreements
Fluency in English; additional languages beneficial
Ability to travel 5-10% regionally