Customer Service Manager

About the role

Thermo Fisher Scientific is seeking a Customer Service Manager to lead its Global Business Services customer service team in Heredia, Costa Rica. The role focuses on enhancing customer experience and driving operational efficiency across key transactional processes.

Key responsibilities

• Motivate and develop a multi‑site customer service team (Budapest and Costa Rica) to maintain high engagement.
• Oversee day‑to‑day operations including order management, quotations, master data, and other administrative processes.
• Recruit, coach, and inspire team leads, supervisors, and front‑line staff.
• Set clear goals, prioritize work, and ensure delivery against performance standards.
• Participate in senior leadership planning, process improvement, automation, and efficiency initiatives.
• Track and improve key performance indicators, including customer allegiance scores.

Required profile

• Proven experience managing customer service or call‑center teams.
• Strong leadership and people‑development capabilities.
• Ability to collaborate with commercial and broader customer service functions.
• Track record of implementing operational improvements and automation.
• Excellent communication and stakeholder management skills.

Required skills