Supervisor, Customer Care Billing and Invoicing

Work Schedule

Environmental Conditions

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our mission is to enable our customers to make the world healthier, cleaner, and safer. From advancing life sciences research and solving complex analytical challenges to improving diagnostics and driving laboratory efficiency, we empower our customers with innovative technologies and services.

Within Thermo Fisher, our Global Business Services (GBS) Shared Services team is transforming how we work, optimizing processes, and driving productivity. With over 2300+ colleagues across five global locations, including our Sofia site, we deliver scalable, cost-effective solutions. Since its establishment in 2013, the Sofia Finance Shared Services center has been operating for over 10 years with a proven track of record of success and growth and is designed to serve our global customers across various financial functions, including Procure to Pay, Record to Report and Order to Cash.

A position has arisen for a Supervisor, Customer Care Billing and Invoicing in our Customer Care Billing and Invoicing Department, based at our Shared Service Center in Sofia. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer care and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.

Responsibilities:

• Lead a team of Customer Care Billing and Invoicing specialists in the field of complex administration, with special focus on billing and invoicing activities
• Responsible for the success of the daily operations of the team
• Drive the resolution of complex customer billing and invoicing requirements, manage and follow up escalations, liaising with partner functions
• Communicate cross functionally as required with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems
• Ensure that the Key Performance Metrics for Customer Care Billing and Invoicing are met
• Support key Customer Care Billing and Invoicing strategies to drive customer loyalty & resulting customer satisfaction score
• Support Commercial and Internal Teams to enhance the customer experience by providing appropriate guidance
• Take the lead and drive key projects to support local/corporate initiatives
• Identify key improvement opportunities - e.g. system enhancements, processes, tools
• Utilize system knowledge to provide appropriate guidance on transactional capability
• Oversee management of customer related data within ERP systems
• To meet the demands of business capacity and seasonality, it may be necessary to lead cross training and cross support initiatives by partnering other customer care teams
• Stabilize the Operations Teams to reduce the attrition rate
• Boost seniority in the respective team with effective 1:1's, coaching and mentoring

Knowledge, Skills, and Abilities:

Requires a Bachelor's degree from four-year college or university or equivalent work experience

A minimum of 3+ years' customer care leadership experience is required preferably in a shared services environment

Experience with ERP systems

Demonstrated skills in people management & development

Experience in supporting efficiency and productivity projects

Good written and oral communication skills are essential

Must be able to interface effectively with internal & external customers

Strong results focus and attention to detail are essential

Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel

Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team

An ability to handle confidential and/or proprietary information

Excellent analytical and presentation skills required

Must be task focused with enthusiasm and a flexible approach

Why Thermo Fisher Scientific?

We pride ourselves on our inclusive and collaborative culture, where every voice is valued, and ideas are encouraged. We believe that diversity and inclusion are essential for fostering innovation and driving business success. As an equal opportunity employer, we are committed to providing a workplace that is free from discrimination and harassment.

Apply today and be part of a company that is making a difference!

Join us in our mission to enable our customers to make the world healthier, cleaner, and safer.