Thermo Fisher Scientific seeks a Customer Service Manager in Mexico City to lead teams, oversee order management, and drive process improvements. The role requires managing 10+ employees while collaborating across Sales, Supply Chain, Finance, and Operations to optimize service delivery and customer satisfaction.
Responsibilities
Lead and develop customer service teams to ensure effective order management and support
Partner with Sales, Supply Chain, Finance, and Operations to optimize service delivery
Design and track key performance metrics and service level agreements
Guide complex, cross-functional initiatives and manage organizational change
Build relationships with internal and external stakeholders; resolve escalations
Requirements




Advanced degree plus 6 years customer service leadership experience, or Bachelor's degree plus 8 years experience
People management of teams with 10+ employees
Expertise in end-to-end order management and ERP systems (SAP, Oracle, JDE)
Project management certifications (Six Sigma or process improvement) preferred
Demonstrated operational excellence and process improvement achievements
Fluent English; proficiency in Microsoft Office and customer service platforms
Experience with quality management systems, compliance, and matrix organizations

📌 Customer Service Manager (Xico)
🏢 Thermo Fisher Scientific
📍 Xico