Sr Customer Service Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

About the Role

Are you seeking an outstanding chance to create a significant impact while collaborating with a world-class team? Thermo Fisher Scientific Inc. is in search of an ambitious Sr Customer Service Representative to join our Shared Service Center in Heredia, Costa Rica. This role plays a crucial part in guaranteeing our customers receive seamless support throughout their lifecycle, encompassing invoicing, administration, order management, quotations, and master data.

Key Responsibilities

• Deliver outstanding customer service experience to our external customers and internal collaborators, following company policies and guidelines closely.
• Manage complex customer requirements, including blocking issues, and work with partner functions to ensure timely handling of enquiries.
• Gain expertise in Customer Relationship Management systems and effectively implement standard methodologies.
• Deliver on daily/weekly/monthly key performance indicator metrics and engage in efficiency initiatives.
• Play a key role in assignments/projects as required by business expectations.
• Consistently meet process expectations, showcasing attention to operational details and using computer systems for high data accuracy.
• Develop and review training materials and contribute to new joiner trainings.
• Assess individual customer requirements and direct activities to appropriate departments when necessary.
• Participate in cross training and cross support activities to meet seasonal business requirements.

Skills

• Demonstrate high integrity and compliance.
• Display attention to detail and accuracy.
• Good problem-solving skills and ability to multitask under tight deadlines.
• Must possess self-motivation, enthusiasm, a positive attitude, and be a great teammate.
• Strong written and verbal communication skills.
• Good organizational skills and the ability to prioritize workload effectively.
• Must demonstrate judgment, diplomacy in dealing with internal and external customers.
• Ability to work on own initiative and solve system issues.
• Ability to handle uncertainty and take proactive action with a solution-focused approach.
• Proficient Microsoft Office user.

Experience

A minimum of 2-3 years' customer service experience in an SSC/multinational/office environment. Experience with ERP systems preferred but not essential.

Education

Requires a high school diploma. A Bachelor's Degree is preferred but not essential; relevant experience and knowledge will also be considered.

Working Conditions

This position requires repetitive typing and regular use of a computer plus multiple displays. Most physical demands are typical of an office environment.

About Thermo Fisher Scientific

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $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, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Join us and be part of a team that shares a common set of values, working together to make the world healthier, cleaner, and safer! Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell?

Equal Opportunity

We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.

Note

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