**Work Schedule** Standard (Mon-Fri) **Environmental Conditions** Office **Job Description** **Position Summary** Based in our Shared Service Center in Costa Rica, the Customer Service team is dedicated to supporting our clients throughout the lifecycle of their requests. This includes invoicing, administration, order management, quotations, master data, purchase order management, and order placement. Our Customer Service Representatives deliver world-class support, responding promptly and accurately to both internal and external customer requests. **Key Responsibilities** + Customer Support: Offer an outstanding customer service experience to external customers and internal partners in invoicing, administration, order management, quotations, and master data processes. + Complex Requirements: Manage complex customer requirements and process customer requests strictly within the division’s guidelines. + CRM Proficiency: Become proficient in Customer Relationship Management systems and adhere to company policies and departmental training guidelines. + Metrics: Effectively implement and deliver on daily/weekly/monthly metrics, participating in ongoing process improvement activities. + Process Adherence: Consistently apply process expectations, maintain high levels of data accuracy and quality, and develop/review training materials for new joiners. + Data Analysis: Use relevant daily customer service reports to assess individual customer requirements, directing activities to appropriate departments as needed. **Skills and Proficiencies** + Customer Focus: Proven ability to handle challenging customer requests and effectively use customer information to resolve issues. + Get Results: Able to tackle tasks that others may have abandoned and consistently exceed expectations. + Manages Ambiguity: Skilled in making decisions with limited information and continuing to progress despite uncertainty. + Situational Adaptability: Flexible in responding to feedback and recognizing when to adopt new approaches. + Communication: Effective in connecting with different audiences and adjusting communication styles to suit various situations. **Qualifications** Education: + Requires a high school diploma. + A bachelor's degree is preferred but not essential; candidates with relevant experience and knowledge will also be considered. **Experience** + A minimum of 0-2 years of customer service experience in an SSC/multinational/office environment is required. + Experience with ERP systems preferred but not essential. **Skills** + Demonstrate 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 Conditions** + This 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 is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.