Lead Customer Service

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<p style="text-align:left"><b>Work Schedule</b></p><p style="text-align:inherit"></p><p style="text-align:left"><b>Environmental Conditions</b></p><p style="text-align:inherit"></p><p style="text-align:left"><b><u>Job Description</u></b></p><p style="text-align:inherit"></p><p>Join Thermo Fisher Scientific, a global leader dedicated to advancing science, and contribute to a team that creates meaningful impact daily. Located in our Shared Service Center in Costa Rica, our Customer Service group assists clients through every stage of the customer journey — including quotations, order management, invoicing, and master data.</p><p></p><p>As a Lead Customer Service Representative, you’ll deliver outstanding service. You will also help drive efficiency, support management, and improve processes to enhance customer experiences.</p><p></p><h2>What You’ll Do</h2><p></p><ul><li>Demonstrate leadership by offering excellent customer service and aiding colleagues in administration, order management, quotations, and master data.</li><li>Take ownership of complex customer issues, coordinate with internal teams (Sales, Distribution, Finance), and ensure timely resolution.</li><li>Become a CRM system expert and contribute to process improvements that improve customer happiness.</li><li>Lead special assignments or projects, taking initiative and getting results aligned with business goals.</li><li>Support training and onboarding of new team members, helping develop a high-performing, customer-focused culture.</li><li>Monitor and report key performance metrics, ensuring efficiency and accuracy in all customer interactions.</li><li>Serve as deputy to the Supervisor or Team Leader when required, providing operational data and service reports to management.</li></ul><p></p><h2>What You Bring</h2><p></p><ul><li>Experience: 3–5 years in customer support within a shared service center, multinational, or comparable office setting.</li><li>Education: High school diploma or equivalent experience required; a Bachelor’s degree or equivalent experience is preferred.</li><li>Skills:</li></ul><p></p><p>Strong communication and problem-solving abilities.</p><p></p><p>1. Diligent, organized, and capable of balancing multiple priorities under tight deadlines.</p><p></p><p>A proactive, “can-do” attitude with a focus on continuous improvement.</p><p></p><p>1. Proficiency in Microsoft Office and familiarity with ERP systems (preferred).</p><p></p><ul><li>Personal Qualities: Integrity, diplomacy, and a calm, methodical approach to challenges. A great teammate who takes ownership and leads by example.</li></ul><p></p><h2>Why Join Us</h2><p></p><p>At Thermo Fisher Scientific, your work contributes to a meaningful mission — empowering our customers to achieve a healthier, cleaner, and safer planet. We foster a collaborative, inclusive culture that emphasizes growth, innovation, and diversity. Join us and engage with a passionate team pursuing excellence daily!</p><p></p><p></p><p></p><p></p>

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