Lead Customer Service Representative

About the role

Thermo Fisher Scientific is seeking a Lead Customer Service Representative to join its Shared Service Center in Costa Rica. In this role you will ensure a seamless experience for internal and external clients throughout the order lifecycle, while guiding and mentoring a team of service agents.

Key responsibilities

• Provide high‑quality assistance on invoicing, quotations, order management and master data.
• 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 the subject‑matter expert for CRM systems and ensure compliance with company policies.
• Lead process‑improvement initiatives focused on accuracy, system optimisation and data integrity.
• Prepare and maintain customer service reports, dashboards and performance insights.
• Act as Deputy to the Supervisor/Team Leader, handling operational reporting when required.

Required profile

• 3‑5 years of experience in customer service or shared service environments within a multinational setting.
• Strong integrity, attention to detail and accountability.
• Excellent written and verbal communication in English.
• Proven problem‑solving, multitasking and prioritisation abilities in a fast‑paced environment.
• Calm, methodical and approachable under pressure.
• Self‑motivated, enthusiastic team player with leadership capabilities.

Required skills

• CRM systems
• Microsoft Office
• ERP systems