Customer Service Supervisor

About the role

A position has opened for a Supervisor in the Customer Service Department at Thermo Fisher Scientific's Shared Service Center in Costa Rica. The role ensures high working standards across customer service and relations, supports customer loyalty and business performance, and aligns with overall business objectives. It suits a motivated self-starter with experience leading a team in a fast-moving, commercially driven environment, with good career growth opportunities.

Key responsibilities

• Lead a team of customer service representatives handling complex administration, order management, quotations, master data and invoicing.
• Ensure daily operations run successfully and meet customer service KPIs.
• Resolve complex customer requirements, manage and follow up escalations, and liaise with partner functions.
• Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
• Support customer service strategies to drive loyalty and customer satisfaction, and support Sales with guidance on the customer experience.
• Drive key projects for local and corporate initiatives, identify improvements such as system enhancements and process changes, and oversee customer data in ERP systems.
• Lead cross-training and cross-support during capacity peaks and seasonality, and help stabilize operations teams to reduce attrition.
• Use 1:1s, coaching and mentoring to build seniority in the team.

Required profile

• Minimum of 3+ years of customer service leadership experience, preferably in a shared services environment.
• Bachelor's degree from a four-year college or university, or equivalent work experience.
• Demonstrated people management and development skills, and experience supporting efficiency and productivity projects.
• Good written and oral communication, strong results focus, attention to detail and analytical skills.
• Ability to handle confidential or proprietary information and to work independently and collaboratively.

Required skills

• ERP systems experience.
• Outlook, PowerPoint and Excel.
• Good organizational skills and initiative.