Customer Service Team Leader

About the role

Thermo Fisher Scientific is seeking a proactive Team Leader to manage its Customer Service team at the Shared Service Center in Costa Rica. This position will guide a dynamic group of agents, ensuring high‑quality service and meeting performance targets while supporting company‑wide initiatives.

Key responsibilities

• Oversee daily operations of the customer service team and ensure smooth order entry processes.
• Collaborate cross‑functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems.
• Achieve key performance metrics and improve Customer Care scores.
• Mentor sales staff to enhance the overall customer experience.
• Lead projects that support local and corporate initiatives, including system enhancements and process improvements.
• Manage customer‑related data within ERP systems and drive order entry automation.
• Stabilize the team by reducing attrition through coaching and development.

Required profile

• Bachelor’s degree or equivalent work experience.
• Proven experience as a team leader in a customer care or shared services environment.
• Strong analytical, presentation, written and oral communication abilities.
• Ability to handle confidential information and work collaboratively.

Required skills

• Experience with Oracle or SAP order management systems.
• Proficiency in Outlook, PowerPoint and Excel.

What we offer

• Opportunity for significant career growth within a global organization.
• Inclusive and diverse workplace culture.
• Standard office environment with occasional travel.