Lead Customer Service Representative

About the role

Thermo Fisher Scientific is seeking a Lead Customer Service Representative for its Shared Service Center in Costa Rica. You will be the primary point of contact for internal and external clients, ensuring smooth order processing, invoicing, quotations, and master data management while driving high service standards.

Key responsibilities

• Provide assistance on administration, quotations, order management, and master data handling.
• Resolve complex customer requests efficiently and serve as a role model for the team.
• Collaborate with Sales, Distribution, and Finance to meet customer needs promptly.
• Become a subject‑matter expert in CRM systems and ensure compliance with company policies.
• Lead process‑improvement initiatives focused on accuracy, system optimization, and data integrity.
• Mentor new team members, contribute to training programs, and prepare service reports and dashboards.
• Act as Deputy to the Supervisor or Team Leader, delivering operational insights and performance reports.

Required profile

• 3–5 years of customer service or shared service experience in a multinational environment.
• Strong integrity, accountability, and attention to detail.
• Excellent written and verbal English communication skills.
• Ability to multitask, prioritize, and stay calm under pressure.
• Self‑motivated, enthusiastic, and a reliable team contributor.

Required skills

• Proficiency in Microsoft Office.
• Experience with CRM systems.
• Experience with ERP systems.