Customer Service Supervisor 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 Sciences, BiotechnologyIndustries

Requirements

Minimum of 3+ years of customer service leadership experience, preferably in a shared services environment
Experience with ERP systems
Bachelor’s degree from a four-year college or university or equivalent work experience
Demonstrated skills in people management and development
Experience in supporting efficiency and productivity projects
Excellent written and oral communication skills
Ability to interface effectively with internal and external customers
Strong results focus and attention to detail
Proficiency with systems, including Outlook, PowerPoint, and Excel
Good organizational skills and the ability to use initiative and collaborate within a team
Ability to handle confidential and proprietary information
Excellent analytical and presentation skills
Task-focused with enthusiasm and a flexible approach

Responsibilities

Lead a team of customer service representatives in complex administration tasks, order management, quotations, master data, and invoicing
Ensure the success of daily team operations
Solve complex customer needs and handle user problems by coordinating with other teams
Communicate cross-functionally with departments such as Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems
Ensure Key Performance Metrics for Customer Services are met
Support strategies to foster customer dedication and achieve high customer happiness scores
Collaborate with Sales to improve the customer experience by providing appropriate mentorship
Lead key projects to support local and corporate initiatives
Identify and implement improvement opportunities in systems, processes, and tools
Coordinate the management of customer-related data within ERP systems
Lead cross-training and support initiatives to meet business demands
Stabilize the Operations Teams to reduce attrition rates
Boost team seniority through effective one-on-one coaching and mentoring

Skills

Key technologies and capabilities for this role

People ManagementTeam LeadershipOrder ManagementQuotationsMaster DataInvoicingERP SystemsCross-functional CommunicationKPI ManagementProject ManagementCoachingMentoringCustomer Service

Questions & Answers

Common questions about this position

What experience is required for the Customer Service Supervisor role?

A minimum of 3+ years of customer service leadership experience, preferably in a shared services environment, experience with ERP systems, and a Bachelor’s degree from a four-year college or university or equivalent work experience are required.

What key skills are needed for this position?

Key skills include demonstrated people management and development, excellent written and oral communication, proficiency with Outlook, PowerPoint, and Excel, strong analytical and presentation skills, and good organizational skills.

Is this a remote position or does it require office work?

This is an office-based position in the Shared Service Center in Costa Rica with environmental conditions typical of an office environment.

What is the salary or compensation for this role?

This information is not specified in the job description.

What career growth opportunities does this role offer?

The position ensures immense career growth potential, opportunities to lead key projects supporting local and corporate initiatives, boost team seniority through coaching, and implement improvement opportunities in systems and processes.

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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