Customer Care Supervisor Export

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. DESCRIPTION: As Export Order Management and Fulfilment Supervisor you will be responsible for one of the CMD/CAD Export Order Management & Fulfilment customer care teams in Global Business Services, executing export order processing activities, driving customer experience and delivering operational efficiency in key transactional areas that are critical to the success of the CMD Business in EMEA. The position ensures export transactions are compliant with international trade regulations, company policies and customer contractual obligations while supporting efficient order fulfillment. Acting as the primary escalation point, the Export Order Management and Fulfilment Supervisor provides direction on complex export transactions, including letters of credit and other specialized trade requirements. You will work closely with the wider Thermo Fisher Customer Care organization teams to ensure great and consistent customer experience for our customers. You will be also responsible for managing a team of 10+ customer care representatives to ensure that they are clear on roles, responsibilities and priorities and that they deliver to mutually agreed goals to the highest performance standards. What will you do? Issue process guidance and operational directives to ensure consistent execution of export processes in accordance with company policies and regulatory requirements. Address process gaps, operational challenges, and compliance risks related to export transactions. Act as the escalation point for complex or high-risk export orders. Drive process standardization, simplification, and scalability across all operating units. Identify and implement continuous improvement opportunities to enhance efficiency, reduce risk, and improve customer experience. Establish, monitor and own KPIs and performance metrics for export operations, including but not limited to: Export cycle time On-Time In-Full (OTIF) delivery Compliance adherence Order accuracy Drive performance reviews with stakeholders, ensuring accountability and continuous improvement. Ensure export transactions align with trade compliance regulations, contractual obligations, and company policies. Support resolution of escalated export-related issues affecting order processing, shipping, or customer commitments. Work closely with Supply Chain, Trade Compliance, Finance, and Commercial organizations to ensure smooth order processing Day to day management of a complex customer care team and relevant processes Recruit, direct, coach, inspire team members of the customer care team to achieve and support the vision and mission. Set clear goals for employees to ensure prioritization of work. Manage key points of contact for identified strategic accounts Manage relevant SLA’s with key stakeholders within Thermo Fisher Participate as part of a Thermo Fisher Customer Care team to set strategy and actions to underpin goals and targets Foster an environment of continuous improvement within the Customer Care team REQUIREMENTS: Advanced Degree plus 3 years of experience, or Bachelor's Degree plus 5 years of experience in customer service leadership, preferably in a shared services environment Demonstrated people management and team development skills Strong understanding of commercial operations processes Experience in order management, export operations, or international trade. Demonstrated ability to develop and track key performance metrics and service level agreements Strong communication, stakeholder management and relationship building skills. Strong problem-solving and decision-making skills. Strong analytical and problem-solving abilities with attention to detail Excellent verbal and written communication skills Proficiency with ERP systems (SAP, Oracle) and Microsoft Office suite Experience with continuous improvement methodologies Strong organizational and multi-tasking capabilities Ability to build effective relationships with internal/external stakeholders Customer-centric mindset with focus on service excellence Strong business acumen and decision-making capabilities Fluency in English required; additional languages beneficial Ability to work effectively in a responsive environment Proven track record of driving operational efficiency Commitment to compliance and quality standards