Team Lead, Customer Service, Singapore

Job Description : Work Schedule Standard (Mon-Fri) Environmental Conditions Office
At Thermo Fisher Scientific, we are seeking an experienced Team Leader to support our Customer Care Manager/Senior Manager in leading the Customer Service team based in our Singapore Shared Service center. Operating within our Supply Chain and Commercial Operations function, you will assist in day-to-day leadership and operations in a rapid, fast-paced environment while serving as a trusted business partner to commercial and functional teams.
Your key responsibilities (including but not limited to): Support the Manager in leading, motivating, coaching, and supervising the Customer Care Team Assist with hiring and on-boarding of new employees Support and conduct team meetings and one-on-one sessions with direct reports under Manager's guidance Be an effective Change Agent who leads by example and handles periods of change with motivating behavior while supporting the Manager's vision Oversee daily order fulfillment (Quote-to-Cash including returns, replacements, debits and credits) Own escalated customer issues, conducting root-cause-analysis and follow through to resolution within escalation turnaround time of 24 hours Ensure Key Performance Index (KPI) is met and the team meets daily targets, maintains service level agreements, and consistently delivers exceptional customer experiences Coordinate with Finance, Logistics, Sales, Marketing and other departments to resolve customer issues and deliver end-to-end customer service excellence Apply Practical Process Improvement (PPI) methodologies, identify process gaps and recommend system enhancements for greater efficiency and productivity Be a CAS (Customer Allegiance) ambassador for creating positive customer experiences and make joint customer visits with sales team to solicit VoC (voice of customers) Review CAS data, initiate customer contact to investigate complaints/appreciate feedback, and provide regular internal communications on Customer Experience initiatives Lead and/or participate in cross-divisional/company-wide customer experience initiatives or projects Engage regularly with commercial and functional leaders/stakeholders as a trusted business partner, understand business strategy, and work with the commercial sales team to contribute to organic growth Ensure strict compliance to company policies and procedures (code of conduct, ethics and compliance, customer service level agreement, order fulfillment processes, etc.) and maintain good documentation for audit purpose Any other tasks or projects will be assigned appropriately by the Customer Care Manager/Senior Manager
REQUIREMENTS Bachelor's Degree plus 3 to 5 years of experience leading small customer service teams, preferably in a shared services environment Preferred industry experience in life science or FMCG Demonstrated experience in people management and team development Strong English communication skills, both written and verbal additional language skills advantageous Advanced proficiency with Microsoft Office suite (Excel, PowerPoint, Outlook) Knowledge of Power Query, RPA and/or AI automation tools Experience with ERP systems (SAP, Oracle) preferred Analytical, problem-solving skills and attention to detail Experience managing performance metrics and driving continuous improvement Ability to work cross-functionally and build strong stakeholder relationships Customer-centric mindset with strong focus on service excellence Self-motivated with ability to adapt in a dynamic environment and manage multiple priorities Collaborative mindset with ability to support others and create a positive work environment