Lead Customer Service Representative in Lagunilla, Costa Rica

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

Based at our Shared Service Center in Costa Rica, the Customer Service team are responsible for supporting our clients throughout the lifecycle including invoicing, administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests.

In addition to the above, Process Lead Customer Service Representatives offer active support to management as needed to enhance customer dedication, improve business performance, and align with overall business objectives.

Key Responsibilities:

• Be a role model and provide outstanding customer service experience to our external customers and internal collaborators in the field of administration, order management, quotations, master data, vendor management, and working with our team members.

• Take charge of resolving exciting customer requirements, handle user problems, process and follow up on all relevant requests in accordance with division guidelines. Collaborate with partner teams (sales and commercial, distribution, finance) to fulfill customer needs and resolve issues in a timely manner.

• Become expert in Customer Relationship Management systems (CRMS).

• Adhere to company policies, operational regulations and departmental training guidelines.

• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Proactively engage and drive efficiency and productivity initiatives.

• Take the lead as a single point of contact for technical activities on assignments/projects as required by business expectations.

• Drive and continuously improve processes and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Actively drive and develop and review training materials and contribute to new joiner trainings.

• Develop relevant daily customer service reports.

• Assess individual customer requirements and if required direct activities to appropriate partner departments.

• Act as deputy of Supervisor/Team Leader when required and support the management team with consolidated operational data and service reports.

Skills:

• Demonstrate high integrity and compliance.

• Display stringent attention to detail and accuracy.

• Be able to lead and facilitate meetings, take ownership for actions.

• Must be very approachable, calm, and methodical.

• 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.

• Exceptional organizational skills and the ability to prioritize workload effectively.

• Must demonstrate judgment, diplomacy in dealing with internal and external customers.

• Work on own initiative on daily routine tasks as well as solving system issues.

• Ability to adapt to ambiguity, make informed decisions without all the facts, take ownership of roles and responsibilities, and grasp the larger perspective, while maintaining a can-do attitude and a proactive approach to problem-solving.

• Competent Microsoft Office user.

Experience:

• A minimum of 2-4 years’ customer service lead or SME experience is required in an SSC/multinational/office environment.

• Experience with ERP systems preferred.

• Requires a high school diploma. A Bachelor’s Degree is preferred but not essential, candidates with 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 of the other physical demands are typical with those associated with an office environment.

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

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

Thermo 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.

Thermo 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.