Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our mission is to enable our customers to make the world healthier, cleaner, and safer. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team offers an outstanding combination of brand-new technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.

Reports to: Supervisor, Customer Service
Career Band: 4
Position Location: Heredia, Costa Rica
Number of Direct Reports: 0

Position Summary:

Based at our Shared Service Center in Costa Rica, the Customer Service team is responsible for supporting our clients throughout their lifecycle, including invoicing, administration, order management, quotations, and master data. We provide outstanding customer support, responding promptly and accurately to internal and external customer requests.

Leads additionally provide active support to management to drive customer dedication, enhance business performance, and align with overall business objectives.

Key Responsibilities:

Serve as a role model by providing outstanding customer service to external customers and internal team members.Resolve sophisticated customer requirements, handle user problems, and process and follow up on all relevant requests within the division’s guidelines. Liaise with partner functions (sales, commercial, distribution, finance) to fulfill customer requests or resolve issues promptly.Become an expert in Customer Relationship Management systems.Adhere to company policies, operational regulations, and departmental training guidelines.Deliver on daily/weekly/monthly key performance indicator metrics. Proactively engage in and drive efficiency and productivity initiatives. Display stringent attention to detail and accuracy.Act as a single point of contact for technical activities on assignments/projects as the need arises by business expectations.Continuously improve processes, demonstrate attention to operational details, and leverage required computer systems to maintain high data accuracy and quality. Actively develop and review training materials and give to new joiner training.Develop relevant daily customer service reports.Assess individual customer requirements and direct activities to appropriate partner departments if needed.Act as deputy for the Supervisor/Team Leader when required and support the management team with consolidated operational data and service reports. Lead and facilitate meetings, taking ownership of actions.​​Note: Key responsibilities stated in this document are the minimum required but are not limited to these, always within the Customer Care area of expertise.

Experience:

A minimum of 3-5 years of customer service experience in an SSC/multinational/office environment.Experience with ERP systems is helpful.

Education:

Requires a high school diploma. A Bachelor’s Degree is helpful but not crucial; candidates with meaningful experience and knowledge will also be considered.

SkillsDemonstrate high integrity and compliance.Display attention to detail and accuracy.Good problem-solving skills and ability to multitask under tight deadlines.Self-motivated, enthusiastic, positive attitude, and great teammate.Strong written and verbal communication skills.Good organizational skills and ability to prioritize workload effectively.Proficient Microsoft Office user.

 

Working ConditionsThis position requires repetitive typing and regular use of a computer plus multiple displays.Most other physical demands are typical of those associated with an office environment.

 

Thermo Fisher Scientific Inc. is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We believe that by embracing individual differences, we can drive innovation and achieve even greater success.

Don't miss this ambitious opportunity to join a leading global company and make a significant impact on our team. Apply now and be part of our success story!