Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
We are seeking a dynamic and experienced Head of Customer Service to lead and drive our South East Asia, Taiwan, Australia, New Zealand (SEATWANZ) Customer Service team and customer experience initiatives. As the Head of Customer Service SEATWANZ, you will be responsible for creating and driving our service strategy, including automation and identification of opportunities to drive additional customer value and retention. Functionally, you will be responsible for front-line customer service, order management and key customers across customer channels including phone, email, and chat. The position reports directly to the Associate Vice President of Customer Service, APeC.
Your Role:
- Lead and manage a large-scale Customer Service organization supporting SEATWANZ market.
- Lead and mentor a dedicated team of Customer Service Managers, providing strategic guidance, coaching, and performance assessments to ensure the highest level of customer engagement and satisfaction.
- Collaborate closely with SEATWANZ Commercial, Franchises and Integrated Supply Chain teams and other internal stakeholders such as QA/QC and Regulatory compliance to enhance customer experience, represent customer needs and pain points, and drive improvements in customer experience along their buying journey.
- Implement performance metrics and KPIs to measure customer service, track progress, and showcase the value delivered to customers.
- Drive initiatives to address customer escalations and complex issues with a proactive and solution-oriented mindset, collaborating across departments to drive timely resolutions.
- Stay abreast of industry trends, competitive landscape, and customer feedback to identify opportunities for continuous improvement in our offerings and customer interactions.
- Develop and manage the customer service budget, ensuring optimal allocation of resources and cost-effective marketing initiatives.
- Prepare regular reports and presentations for senior management, providing insights, recommendations, and performance updates.
- Influence and encourage role model behavior through communicating a clean and compelling vision to motivate others to a personal best.
Who You Are:
- Education & Experience:
- Bachelor’s degree in a relevant field (Master’s, MBA preferred).
- 10+ years of progressively responsible experience in customer service, customer success, or related roles within the Life Science industry.
- Skills & Competencies:
- Proven leadership experience in building and managing high-performing teams focused on delivering exceptional customer experience.
- Exceptional communication, interpersonal, and relationship-building skills, with a track record of fostering trust and credibility with customers across various levels.
- Strategic thinker with the capability to develop and execute customer service strategies that align with overarching business goals.
- Proficiency in data analysis and utilization of metrics to measure customer success, identify trends, and guide data-driven decision-making.
- Ability to work with sensitive company information in a professional and confidential manner.
- Ability to navigate ambiguity, drive clarity, and influence stakeholders at all levels.
- Strong problem-solving skills, with a proactive and results-driven approach.
- Strong change management skills and practices to plan and execute projects, fostering engagement and reducing resistance throughout implementation.
- English mandatory.
The role can be based in any SEATWANZ locations.
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!