Team Lead Customer Service

**Work Schedule** Standard (Mon-Fri) **Environmental Conditions** Office **Job Description** 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