Lead Customer Service Specialist

About the role

Thermo Fisher Scientific is seeking a Lead Customer Service Specialist to join its Shared Service Center in Heredia, Costa Rica. In this role you will act as the primary point of contact for internal and external customers, ensuring smooth order management, invoicing, quotations and master‑data administration throughout the customer lifecycle.

Key responsibilities

• Provide exemplary service to external customers and internal stakeholders across administration, order management, quotations and master data.
• Resolve complex customer requests, manage escalations and coordinate with sales, distribution and finance teams to meet service level agreements.
• Become an expert user of the company’s Customer Relationship Management (CRM) system and maintain high data accuracy.
• Monitor and deliver on daily, weekly and monthly KPI metrics, driving efficiency and productivity initiatives.
• Lead technical activities on projects, develop training materials and support new‑joiner onboarding.
• Prepare and analyse daily customer service reports, directing specific issues to appropriate partner departments.

Required profile

• Strong communication skills with a customer‑focused mindset.
• Ability to work independently while collaborating with cross‑functional teams.
• Attention to detail and a proactive approach to problem solving.
• Experience in a shared service or call‑center environment is preferred.

Required skills

• Proficiency with CRM systems.