Customer Service Representative at Thermo Fisher Scientific

Lagunilla, Provincia de Guanacaste, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Life SciencesIndustries

Requirements

Minimum of 2-3 years’ customer service experience in an SSC/multinational/office environment
Experience with ERP systems preferred but not essential
High school diploma required; Bachelor’s Degree preferred but not essential; relevant experience and knowledge also considered
Proficient Microsoft Office user
High integrity and compliance
Attention to detail and accuracy
Good problem-solving skills and ability to multitask under tight deadlines
Self-motivation, enthusiasm, positive attitude, and great teammate
Strong written and verbal communication skills
Good organizational skills and ability to prioritize workload effectively
Judgment and diplomacy in dealing with internal and external customers
Ability to work on own initiative and solve system issues
Ability to handle uncertainty and take proactive action with a solution-focused approach

Responsibilities

Deliver outstanding customer service experience to external customers and internal collaborators, following company policies and guidelines
Manage complex customer requirements, including blocking issues, and work with partner functions to ensure timely handling of enquiries
Gain expertise in Customer Relationship Management systems and effectively implement standard methodologies
Deliver on daily/weekly/monthly key performance indicator metrics and engage in efficiency initiatives
Play a key role in assignments/projects as required by business expectations
Consistently meet process expectations, showcasing attention to operational details and using computer systems for high data accuracy
Develop and review training materials and contribute to new joiner trainings
Assess individual customer requirements and direct activities to appropriate departments when necessary
Participate in cross training and cross support activities to meet seasonal business requirements

Skills

Key technologies and capabilities for this role

CRMCustomer ServiceOrder ManagementInvoicingQuotationsMaster DataProblem SolvingMultitaskingCommunicationTraining

Questions & Answers

Common questions about this position

What experience is required for the Sr Customer Service Representative role?

A minimum of 2-3 years’ customer service experience in an SSC/multinational/office environment is required, with ERP systems experience preferred but not essential.

What are the key skills needed for this position?

Key skills include high integrity and compliance, attention to detail and accuracy, good problem-solving and multitasking under tight deadlines, strong written and verbal communication, and proficiency in Microsoft Office.

Where is this job located and what is the work arrangement?

The role is based in our Shared Service Center in Heredia, Costa Rica, with a standard Monday-Friday office schedule and typical office environmental conditions.

What education is required for this customer service role?

A high school diploma is required, while a Bachelor’s Degree is preferred but not essential; relevant experience and knowledge will also be considered.

What kind of team and work environment can I expect at Thermo Fisher Scientific?

You'll collaborate with a world-class team in an office environment, emphasizing teamwork, positive attitude, self-motivation, and being a great teammate while delivering outstanding customer service.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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