Team Leader, Customer Service

About the role

Thermo Fisher Scientific is seeking a proactive Team Leader to oversee daily operations of its Customer Service department at the Shared Service Center in Costa Rica. This role focuses on delivering exceptional service, driving performance metrics, and supporting continuous improvement initiatives.

Key responsibilities

• Ensure successful daily team operations and meet key performance metrics.
• Communicate cross‑functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems.
• Support Customer Care strategies to improve customer dedication and CAS scores.
• Mentor sales teams to enhance the customer experience.
• Participate in projects that support local and corporate initiatives.
• Identify and implement improvements such as system enhancements, process changes, and new tools.
• Manage customer‑related data within ERP systems.
• Train and present to other teams on customer care tools, initiatives, and strategies.
• Drive order entry automation and complaint reduction projects.
• Stabilize order teams, reduce attrition, and increase seniority through coaching and mentoring.

Required profile

• Proven experience as a team leader, preferably in customer care or shared services.
• Bachelor’s degree or equivalent work experience.
• Strong results focus, attention to detail, and ability to handle confidential information.
• Excellent analytical, presentation, written, and oral communication skills.
• Demonstrated people‑management and development abilities.
• Experience supporting projects and interfacing with internal and external customers.

Required skills

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