Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) 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 complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.\n\nJob Title: Team Leader, Customer Service\nReports to: Senior Manager, Customer Service\nGroup / Division:\nCareer Band: 5\nPosition Location: Costa Rica\nNumber of Direct Reports: 10+\nPosition Summary: \nA position has arisen for a Team Leader in our Customer Service Department, based at our new Shared Service Center in Costa Rica. 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 service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.\nKey Responsibilities:\n•\tLead a team of customer service representatives in the field of administration, order management, quotations, master data.\n•\tResponsible for the success of the daily operations of the team.\n•\tDrive the resolution of complex customer requirements, manage and follow up escalations, liaising with partner functions.\n•\tCommunicate cross functionally as required with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.\n•\tEnsure that the Key Performance Metrics for Customer Services are met\n•\tSupport key Customer Service strategies to drive customer loyalty & resulting customer satisfaction score.\n•\tSupport Sales to enhance the customer experience by providing appropriate guidance.\n•\tDrive and participate in key projects to support local/corporate initiatives.\n•\tIdentify key improvement opportunities - e.g. system enhancements, processes, tools.\n•\tUtilize system knowledge to provide appropriate guidance on transactional capability.\n•\tOversee management of customer related data within ERP systems.\n•\tTo meet the demands of business capacity and seasonality, it may be necessary to lead cross training and cross support initiatives by partnering other customer service teams. \n•\tStabilize the Operations Teams to reduce the attrition rate\n•\tBoost seniority in the respective team with effective 1:1's, coaching and mentoring. \nSkills:\n•\tDemonstrated skills in people management & development. \n•\tExperience in supporting efficiency and productivity projects. \n•\tGood written and oral communication skills are essential.\n•\tMust be able to interface effectively with internal & external customers.\n•\tStrong results focus and attention to detail are essential.\n•\tDemonstrated ability with systems is critical, including Outlook, PowerPoint & Excel.\n•\tGood organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team.\n•\tAn ability to handle confidential and/or proprietary information. \n•\tExcellent analytical and presentation skills required.\n•\tMust be task focused with enthusiasm and a flexible approach.\nExperience:\n•\tA minimum of 2+ years’ customer service leadership experience is required preferably in a shared services environment. \n•\tExperience with ERP systems.\n\nEducation:\n•\tRequires a Bachelor’s degree from four-year college or university or equivalent work experience.\n\nWorking Conditions:\n•\tThis position requires repetitive typing and regular use of a computer plus multiple displays.\n•\tMost of the other physical demands are typical with those associated with an office environment.\n•\tWe are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.\n\n\nThermo 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.