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 ensure a smooth end‑to‑end experience for internal and external clients, covering invoicing, quotations, order management and master data.

Key responsibilities

• Provide high‑quality assistance on administration, quotations, order management and master data.
• Resolve complex 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 the CRM system and support its optimal use.
• Ensure compliance with company policies, operational standards and training requirements.
• Lead technical or project‑based assignments aligned with business priorities.
• Drive process‑improvement initiatives focused on accuracy, system optimisation and data integrity.
• Contribute to training programs and mentor new team members.
• Prepare and maintain accurate service reports and dashboards.
• Act as Deputy to the Supervisor or Team Leader when required.

Required profile

• Integrity, accountability and strong attention to detail.
• Excellent written and verbal English communication.
• Effective problem‑solving, multitasking and prioritisation in a fast‑paced environment.
• Calm, approachable and methodical under pressure.
• Self‑motivated, enthusiastic and reliable team contributor.
• Strong organisational and leadership abilities, capable of leading meetings and following through on actions.
• Confident decision‑maker with sound judgement.
• Adaptable, proactive and committed to continuous improvement.

Required skills

• Proficiency with CRM systems (subject‑matter expertise).
• Experience with ERP systems.
• Advanced Microsoft Office skills.