Team Leader, Customer Service

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $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. For more information, please visit www.thermofisher.com.

Job Title: Team Leader, Customer Service
Reports to: Sr. Manager, Customer Service
Group / Division:
Career Band: 5
Position Location: Heredia, Costa Rica
Number of Direct Reports: 10+
Position Summary:
A position has arisen for a Supervisor in our Customer Service Department, based at our Shared Service Center in Costa Rica. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.
Key Responsibilities:

• Ensure the success of daily team operations.
• Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems as required.
• Meet key performance metrics for Customer Services.
• Support key Customer Care strategies to drive customer loyalty and improve CAS scores.
• Provide guidance to Sales to enhance the customer experience.
• Participate in key projects supporting local and corporate initiatives.
• Identify and implement key improvement opportunities, such as system enhancements, processes, and tools.
• Manage customer-related data within ERP systems.
• Train and present to other teams on relevant customer care tools, initiatives, and strategies.
• Support and drive order entry automation projects and complaint reduction initiatives.
• Stabilize the Order Teams to reduce attrition rates and boost team seniority through effective coaching and mentoring.

Skills and Experience Required:
• Minimum B2 proficiency in English and French
• Proven experience as a team leader, preferably in a customer care or shared services environment.
• Experience with Oracle or SAP, and in order management.
• Strong results focus and attention to detail.
• Demonstrated ability with systems including Outlook, PowerPoint, and Excel.
• Good organizational skills and the ability to use initiative and collaborate within a team.
• Ability to handle confidential and/or proprietary information.
• Excellent analytical, presentation, written, and oral communication skills.
• Demonstrated skills in people management and development.
• Experience in supporting projects and interfacing effectively with internal and external customers.

Education:

• Bachelor’s degree from a four-year college or university, or equivalent work experience.

Working Conditions:

• Typical office environment physical demands.
• Some travel may be required.
• Commitment to hiring a diverse and inclusive workforce.
• EEO/Affirmative Action Employer.

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.