Senior Customer Service Representative – French

About the role

Thermo Fisher Scientific is seeking a Senior Customer Service Representative fluent in French to join its Shared Service Center in Costa Rica. The role involves delivering high‑quality support to both internal and external customers throughout the order lifecycle, including quotations, invoicing, and master data management.

Key responsibilities

• Provide exceptional service across order management, quotations, invoicing, administration, and master‑data activities for external customers and internal stakeholders.
• Handle complex customer inquiries and escalations, coordinating with Sales, Commercial, Distribution, and Finance to meet service level agreements.
• Process requests following established procedures, maintain data accuracy, and meet daily, weekly, and monthly KPIs and SLAs.
• Develop proficiency in CRM and ERP systems, and contribute to continuous‑improvement projects and training initiatives.

Required profile

• Professional proficiency in English and French (minimum B2 level) – written and verbal.
• At least 2 years of customer service experience in a Shared Service Center, multinational company, or similar office environment.
• High school diploma or equivalent; a Bachelor’s degree is a plus.
• Strong problem‑solving, organizational, and communication skills with a focus on data quality.

Required skills

• Microsoft Office applications.
• Experience with Customer Relationship Management (CRM) platforms.
• Experience with Enterprise Resource Planning (ERP) systems.