Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Description

At Thermo Fisher Scientific Inc., we are passionate about making the world healthier, cleaner, and safer. We proudly support our customers' critical work with an outstanding blend of innovative technology and industry-leading services. Now, we invite you to join our ambitious team as a Team Leader in our Customer Service Department at our Shared Service Center in Costa Rica. This role is ideal for a self-starter eager to guide a team in a dynamic, customer-focused environment. With an emphasis on delivering flawless customer service and business performance, this opportunity offers significant career growth!

Key Responsibilities:

• Ensure the success of daily team operations.
• Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems as required.
• Meet key performance metrics for Customer Services.
• Support key Customer Care strategies to drive customer dedication and improve CAS scores.
• Provide mentorship to Sales to improve the customer experience.
• Participate in key projects supporting local and corporate initiatives.
• Identify and implement key improvement opportunities, such as system enhancements, processes, and tools.
• Manage customer-related data within ERP systems.
• Train and present to other teams on relevant customer care tools, initiatives, and strategies.
• Support and drive order entry automation projects and complaint reduction initiatives.
• Stabilize the Order Teams to reduce attrition rates and boost team seniority through effective coaching and mentoring.

Skills and Experience Required:

• Demonstrated background as a team leader, ideally within a customer care or shared services setting.
• Experience with Oracle or SAP, and in order management.
• Strong results focus and attention to detail.
• Demonstrated ability with systems including Outlook, PowerPoint, and Excel.
• Good organizational skills and the ability to use initiative and collaborate within a team.
• Ability to handle confidential and/or proprietary information.
• Excellent analytical, presentation, written, and oral communication skills.
• Demonstrated skills in people management and development.
• Experience in supporting projects and interfacing effectively with internal and external customers.

Education:

• Bachelor’s degree from a four-year college or university, or equivalent work experience.

Working Conditions:

• Typical office environment physical demands.
• Some travel may be required.
• Dedication to hiring a diverse and inclusive workforce.
• EEO/Affirmative Action Employer.

Key responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise.