Lead Customer Service

Lead Customer Service Representative

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.

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.

• Demonstrate leadership by offering excellent customer service and aiding colleagues in administration, order management, quotations, and master data.
• Take ownership of complex customer issues, coordinate with internal teams (Sales, Distribution, Finance), and ensure timely resolution.
• Become a CRM system expert and contribute to process improvements that improve customer happiness.
• Lead special assignments or projects, taking initiative and getting results aligned with business goals.
• Support training and onboarding of new team members, helping develop a high-performing, customer-focused culture.
• Monitor and report key performance metrics, ensuring efficiency and accuracy in all customer interactions.
• Serve as deputy to the Supervisor or Team Leader when required, providing operational data and service reports to management.

• Experience:
  
  3–5 years in customer support within a shared service center, multinational, or comparable office setting.
• Education:
  
  High school diploma or equivalent experience required; a Bachelor's degree or equivalent experience is preferred.
• Skills:
• Strong communication and problem-solving abilities.
• Diligent, organized, and capable of balancing multiple priorities under tight deadlines.
• A proactive, "can-do" attitude with a focus on continuous improvement.
• Proficiency in Microsoft Office and familiarity with ERP systems (preferred).
• Personal Qualities:
  Integrity, diplomacy, and a calm, methodical approach to challenges. A great teammate who takes ownership and leads by example.

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!