Customer Service Specialist I

About the role

Thermo Fisher Scientific's Customer Service team, based at its Shared Service Center in Heredia, Costa Rica, supports clients across the lifecycle, including invoicing, administration, order management, quotations and master data. Customer Service Representatives give prompt and accurate support to internal and external customers; Lead Customer Service Representatives also support management in driving customer loyalty and business performance.

Key responsibilities

• Provide exceptional customer service to external customers and internal stakeholders in administration, order management, quotations and master data, resolving complex requests and managing escalations.
• Follow up all requests within the division's guidelines and liaise with sales, distribution and finance partners.
• Become expert in Customer Relationship Management systems and deliver on daily, weekly and monthly KPIs.
• Develop daily customer service reports and assess customer needs, directing them to the right partner departments.
• Act as deputy to the Supervisor/Team Leader when required and support management with operational data and service reports.
• Take the lead on technical activities for projects, improve processes, and help develop training materials for new joiners.

Required profile

• Minimum of 3-5 years of customer service experience in an SSC, multinational or office environment.
• High school diploma; a Bachelor's degree is preferred but not essential.
• Experience with ERP systems preferred.
• Working conditions: repetitive typing and regular use of a computer with multiple displays; the first six months of training must be done 100% onsite, then a hybrid model applies.

Required skills

• Competent Microsoft Office user.
• Strong written and verbal communication, organization and problem-solving skills.
• Ability to multitask under tight deadlines and work independently.