Team Lead, Customer Service

About the role

Thermo Fisher Scientific is looking for an experienced Team Lead to support the Customer Care Manager in overseeing the Customer Service team at our Singapore Shared Service Center. You will operate within the Supply Chain and Commercial Operations function, driving day‑to‑day leadership in a fast‑paced environment while acting as a trusted partner to commercial and functional teams.

Key responsibilities

• Assist the Manager in leading, motivating, coaching and supervising the Customer Care team.
• Support hiring, onboarding and conduct regular team meetings and one‑on‑one sessions.
• Act as a change agent, guiding the team through periods of change and aligning with the Manager’s vision.
• Oversee daily order fulfillment (Quote‑to‑Cash, returns, replacements, debits and credits).
• Own escalated customer issues, perform root‑cause analysis and resolve within a 24‑hour turnaround.
• Ensure KPIs are met, service level agreements are maintained and exceptional customer experiences are delivered.
• Coordinate with Finance, Logistics, Sales, Marketing and other departments to resolve issues end‑to‑end.
• Apply Process Improvement methodologies, identify gaps and recommend system enhancements.
• Serve as a Customer Allegiance ambassador, conduct joint customer visits and gather Voice of Customer feedback.
• Participate in cross‑divisional customer experience initiatives and maintain compliance with company policies.

Required profile

• Bachelor’s degree.
• 3‑5 years of experience leading small customer service teams, preferably in a shared services environment.
• Experience in life‑science or FMCG industries is a plus.
• Strong people‑management and team‑development capabilities.
• Excellent written and verbal English communication; additional languages are advantageous.

Required skills

• None specified