Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is a global leader in serving science, generating approximately $40 billion in annual revenue. Our mission is to help customers make the world healthier, cleaner, and safer. We support scientists and innovators across life sciences, diagnostics, and applied markets through brand new technologies, streamlined services, and trusted global brands.

To learn more, visit www.thermofisher.com.

Position Summary

Located in our Shared Service Center in Costa Rica, the Customer Service team is crucial to providing a smooth experience for clients throughout the entire order process. This includes invoicing, administration, quotations, order management, and master data.

As a Lead Customer Service Representative, you will demonstrate exceptional service standards and guide team members expertly. You will partner with management to raise customer satisfaction, improve business results, and align with organizational goals.

Key Responsibilities

• Offer excellent assistance to internal and external clients involving administration, quotations, order management, and master data handling.
• Serve as a role model by resolving complex requests efficiently and professionally. Collaborate with Sales, Distribution, and Finance teams to meet customer needs promptly.
• Become a subject matter expert in Customer Relationship Management (CRM) systems.
• Ensure compliance with company policies, operational standards, and training requirements.
• Act as the primary contact for technical or project-based assignments that align with business priorities.
• Champion process improvement initiatives by focusing on accuracy, system optimization, and data integrity.
• Contribute to training programs and mentor new team members to foster continuous learning.
• Prepare and maintain accurate customer service reports and dashboards.
• Assess and route customer needs to the appropriate departments for swift resolution.
• Serve as Deputy to the Supervisor or Team Leader when required, providing operational insights and performance reports.

Qualifications & Skills

• Demonstrate integrity, accountability, and attention to detail in all activities.
• Effective communicator with strong written and verbal English skills.
• Skilled in problem-solving, multitasking, and prioritizing in a fast-paced environment.
• Calm, approachable, and methodical under pressure.
• Self-motivated, enthusiastic, and a reliable team contributor.
• Strong organizational and leadership abilities, including the capacity to lead meetings and follow through on action items.
• Confident decision-maker with sound judgment and professionalism when dealing with diverse collaborators.
• Proficient in Microsoft Office and comfortable learning new systems.
• Adaptable and proactive, with a continuous improvement approach.

Experience

• 3–5 years of experience working in a customer service or shared service center position within a multinational or corporate setting.
• Experience with ERP systems (preferred).

Education

• High school diploma required.
• Bachelor’s degree preferred; equivalent experience and knowledge will also be considered.

Working Conditions

• Office-based position requiring frequent computer use and data entry.
• Typical physical demands associated with a standard office environment.

Inclusion & Diversity

At Thermo Fisher Scientific, we believe that every colleague brings unique perspectives that drive innovation. We are proud to be an Equal Opportunity Employer, committed to cultivating a diverse, inclusive, and supportive workplace where everyone can thrive.

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