Team Leader – Customer Service

About the role

Thermo Fisher Scientific is seeking a proactive Team Leader to manage its Customer Service team at the Shared Service Center in Costa Rica. You will guide a dynamic group of professionals, ensuring flawless service delivery and supporting key business initiatives.

Key responsibilities

• Oversee daily team operations and meet performance metrics.
• Collaborate cross‑functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems.
• Drive customer dedication initiatives and improve CAS scores.
• Mentor sales staff to enhance the customer experience.
• Participate in local and corporate projects, identifying improvement opportunities.
• Manage customer data within ERP systems and support order entry automation.
• Stabilize the Order Teams, reducing attrition through coaching and mentoring.

Required profile

• Proven experience as a team leader in a customer care or shared services environment.
• Bachelor’s degree or equivalent work experience.
• Strong analytical, presentation, written and oral communication abilities.
• Ability to handle confidential information and work collaboratively.
• 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.
• Solid organizational skills and attention to detail.

What we offer

• Career growth within a global, innovative company.
• Inclusive and diverse workplace culture.
• Opportunities to lead impactful projects.