Team Leader, Customer Service

About the role

A Team Leader position has opened in the Customer Service department at Thermo Fisher Scientific's Shared Service Center in Heredia, Costa Rica. The role reports to the Senior Manager, Customer Service and leads a team of 10+ people. It suits a motivated self-starter with experience leading a team in a fast-moving, commercially driven environment, with strong opportunities for career growth.

Key responsibilities

• Ensure the success of daily team operations and meet key performance metrics for Customer Services.
• Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems as needed.
• Support key Customer Care strategies to drive customer loyalty and improve CAS scores, and give guidance to Sales to enhance the customer experience.
• Manage customer-related data within ERP systems and train other teams on customer care tools, initiatives and strategies.
• Identify and implement improvements such as system enhancements, process and tool changes.
• Support order entry automation projects, complaint reduction initiatives and projects supporting local and corporate goals.
• Stabilize the Order Teams and coach and mentor staff to reduce attrition and raise seniority.

Required profile

• Proven experience as a team leader, preferably in customer care or shared services.
• B2 level English and French.
• Bachelor's degree from a four-year college or university, or equivalent work experience.
• Ability to handle confidential or proprietary information and to work in a typical office environment; some travel may be required.

Required skills

• Experience with Oracle or SAP and order management.
• Outlook, PowerPoint and Excel.
• Analytical, presentation, written and oral communication skills, and people management and development.