Team Leader, Customer Care - German… at Thermo Fisher… · Budapest

At Thermo Fisher Scientific, you'll do meaningful work that helps make the world healthier, cleaner and safer. As part of a global organization of more than 100,000 colleagues, you'll have the opportunity to lead, innovate and contribute to solutions that support scientific discovery and improve lives around the world.

We are looking for an experienced German-speaking Customer Service Team Leader to join our growing Shared Service Center in Budapest. In this role, you will lead a team of Customer Service Representatives, ensuring outstanding service delivery, operational excellence and continuous development of your team while supporting our mission and business growth objectives.

DESCRIPTION

Lead a team. Drive customer excellence. Make an impact.

What will you do:

• Lead, coach and develop a team of 10+ Customer Service Representatives supporting German-speaking customers.
• Ensure the successful day-to-day operation of the team across various inquiries, quotations, customer administration and master data activities.
• Drive customer satisfaction by ensuring timely and accurate handling of customer requests and inquiries.
• Support the resolution of complex customer issues and escalations in collaboration with cross-functional stakeholders.
• Work closely with Sales, Technical Service, Contract Administration, Scheduling and Quality teams.
• Monitor, analyze and improve Customer Service KPIs and operational performance metrics.
• Foster a customer-centric culture focused on service excellence and continuous improvement.
• Lead coaching, mentoring and development initiatives to strengthen team capability, engagement and retention.
• Support and drive process improvement and business transformation projects.
• Ensure customer-related data is accurately maintained within ERP systems.
• Promote knowledge sharing, cross-training and collaboration across Customer Service teams.
• Help transform customer challenges into positive experiences, contributing to improved customer satisfaction and loyalty.

REQUIREMENTS

Who are we looking for:

• Bachelor's degree or equivalent professional experience.
• Minimum 3 years of leadership experience in Customer Service, preferably within a Shared Services or multinational environment.
• Proven people management, coaching and team development experience.
• Strong customer focus with a passion for delivering exceptional service.
• Excellent analytical, problem-solving and decision-making skills.
• Experience working with ERP systems such as SAP or Oracle.
• Strong knowledge of Microsoft Office applications, particularly Excel, PowerPoint and Outlook.
• Experience driving operational excellence, process improvement or continuous improvement initiatives.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong stakeholder management and communication skills.
• Experience working with KPIs, performance management and service delivery metrics.
• Fluent German (C1 level or higher) is required.
• Professional English communication skills are required.

Location: Budapest, Hungary | Full-time | Hybrid