Lead Customer Service at Thermo Fisher Scientific

Lagunilla, Provincia de Guanacaste, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life Sciences, Shared ServicesIndustries

Requirements

3–5 years of experience in customer support within a shared service center, multinational, or comparable office setting
High school diploma or equivalent experience (required); Bachelor’s degree or equivalent experience (preferred)
Strong communication and problem-solving abilities
Diligent, organized, and capable of balancing multiple priorities under tight deadlines
Proactive, “can-do” attitude with a focus on continuous improvement
Proficiency in Microsoft Office and familiarity with ERP systems (preferred)
Personal qualities: Integrity, diplomacy, calm and methodical approach to challenges, great teammate who takes ownership and leads by example

Responsibilities

Demonstrate leadership by offering excellent customer service and aiding colleagues in administration, order management, quotations, and master data
Take ownership of complex customer issues, coordinate with internal teams (Sales, Distribution, Finance), and ensure timely resolution
Become a CRM system expert and contribute to process improvements that improve customer happiness
Lead special assignments or projects, taking initiative and getting results aligned with business goals
Support training and onboarding of new team members, helping develop a high-performing, customer-focused culture
Monitor and report key performance metrics, ensuring efficiency and accuracy in all customer interactions
Serve as deputy to the Supervisor or Team Leader when required, providing operational data and service reports to management

Skills

Key technologies and capabilities for this role

Customer ServiceOrder ManagementQuotationsInvoicingMaster DataCRMERPMicrosoft OfficeProblem-SolvingProcess ImprovementTrainingPerformance Metrics

Questions & Answers

Common questions about this position

What experience is required for the Lead Customer Service role?

Candidates need 3–5 years in customer support within a shared service center, multinational, or comparable office setting. A high school diploma or equivalent is required, with a Bachelor’s degree or equivalent experience preferred.

Where is this position located?

The role is located in the Shared Service Center in Costa Rica.

What key skills are needed for this job?

Strong communication and problem-solving abilities, proficiency in Microsoft Office, familiarity with ERP systems (preferred), and the ability to balance multiple priorities under tight deadlines are required.

What is the company culture like at Thermo Fisher Scientific?

The company fosters a collaborative, inclusive culture that emphasizes growth, innovation, diversity, and developing a high-performing, customer-focused team.

What makes a strong candidate for this Lead Customer Service position?

A proactive 'can-do' attitude, integrity, diplomacy, a calm methodical approach, and the ability to lead by example while taking ownership of complex issues stand out.

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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