Customer Care Manager – CMD Export Order Management & Fulfillment

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 - Position Summary:

As a Customer Care Manager you will be responsible for the CMD 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 Customer Service Manager 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 team leaders and customer care team members 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.
• Partner with IT and Digital teams to implement tools and systems supporting export operations excellence.
• 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 regional stakeholders, ensuring accountability and continuous improvement.
• Lead root cause analysis and corrective actions for systemic performance or compliance issues.
• Ensure export transactions align with trade compliance regulations, contractual obligations, and company policies.
• Collaborate closely with Trade Compliance and Legal teams when required.
• Act as a key partner in audit readiness and regulatory inspections related to export operations.
• Support resolution of escalated export-related issues affecting order processing, shipping, or customer commitments.
• Act as a strategic partner to senior leadership across Customer Service, Supply Chain, Trade Compliance, Finance, and Commercial organizations.
• Motivate and develop a customer care team of 20+ people in Budapest.
• Day to day management of a complex customer care organization and relevant processes.
• Recruit, direct, coach, inspire team leaders and 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.
• Participate as a senior leader helping to develop operating plans and to execute on tactical initiatives including process improvement.
• Participate in regional integration initiatives with teams across Thermo Fisher aimed at building scalable solutions for future growth.
• 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.
• Responsibility for managing operational budgets.
• Foster an environment of continuous improvement within the Customer Care team.

REQUIREMENTS - Who are we looking for?

• Previous experience of managing people and leading in a customer care environment.
• Strong understanding of commercial operations processes.
• Experience in order management, export operations, or international trade.
• Strong understanding of end-to-end order management processes and ERP systems (SAP, Sales Force).
• 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.
• Fluency of the English and German language both written and verbal.
• Ability to plan work and work with a high degree of autonomy.
• Proven track record of meeting balanced business objectives, employee and customer and financial.
• Bachelor's degree in Business, Supply Chain, International Trade, or related field preferred.
• Strong expertise in export documentation, international shipping requirements, and letters of credit is preferred.
• Experience working with global or shared services organizations preferred.
• Demonstrated ability to influence cross-functional teams without direct reporting authority.
• Ability to travel occasionally to manage stakeholder relations and regulatory inspections.