Customer Service Supervisor

About the role

Join Thermo Fisher Scientific’s Shared Service Center in Costa Rica as a Customer Service Supervisor. You will lead a team of representatives, ensuring high‑quality order management, quotations, invoicing and master‑data processes while delivering an outstanding customer experience.

Key responsibilities

• Lead, coach and develop a team of Customer Service Representatives, maintaining high standards across order processing, quotations, invoicing and data administration.
• Monitor daily operations and performance metrics to consistently meet service level agreements and benchmarks.
• Resolve complex customer inquiries and partner concerns, collaborating with Finance, Logistics, Sales, Marketing and Quality teams.
• Champion customer‑satisfaction initiatives and support Sales in delivering end‑to‑end service excellence.
• Drive strategic projects aligned with corporate initiatives to improve service delivery.
• Identify and implement process and system improvements to boost efficiency and productivity.
• Oversee ERP data accuracy and guide the team on standard operating procedures.
• Promote employee engagement through regular 1:1 coaching, mentoring and retention activities.
• Support cross‑training and collaboration across teams to meet business demands.

Required profile

• Minimum three years of leadership experience in Customer Service, preferably in a shared‑service or multinational environment.
• Bachelor’s degree or equivalent professional experience.
• Strong people‑management and coaching abilities with a detail‑oriented, proactive mindset.
• Excellent written and verbal communication skills and the ability to handle confidential information with integrity.

Required skills

• Proficiency in Microsoft Outlook.
• Advanced skills in Microsoft Excel.
• Experience with Microsoft PowerPoint.
• Hands‑on experience with an ERP system.

What we offer

• Opportunity to lead with purpose in a global science leader.
• Collaborative, innovative and inclusive work environment.
• Clear pathways for professional growth and advancement.
• Commitment to diversity, equity and inclusion.