Customer Service Specialist 1

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.

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, Lead Customer Service Representatives provide active support to management when required to drive customer loyalty, maximizing business performance and aligning to the overall business objectives.

Key Responsibilities:

• Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of administration, order management, quotations, master data.
• Drive the resolution of complex customer requirements, manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries.
• Become expert in Customer Relationship Management systems.
• 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 perform as a team player.
• 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 deal with ambiguity, to act without having all details available, have a sense of ownership of roles and responsibilities and ability to see the bigger picture, demonstrate a “can-do” attitude and a proactive solution-focused mindset.
• Competent Microsoft Office user.

Experience:

• A minimum of 3-5 years’ customer service experience is required in an SSC/multinational/office environment.
• Experience with ERP systems preferred.

Education:

• 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.

This position is based at our Heredia Shared Service Center in Costa Rica. During the initial six-month training period, employees are required to work 100% onsite. Upon successful completion of the training period, employees will transition to a hybrid work model in accordance with business requirements and company guidelines. A standard schedule of 7:00 AM to 4:00 PM is required during the training period. Afterward, working hours may vary between 5:00 AM and 7:00 PM, depending on business requirements and operational coverage.

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.