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

Life Sciences, DiagnosticsIndustries

Requirements

3–5 years of experience working in a customer service or shared service center position within a multinational or corporate setting
Experience with ERP systems (preferred)
High school diploma required; Bachelor’s degree preferred (equivalent experience and knowledge will also be considered)
Strong written and verbal English skills
Proficient in Microsoft Office and comfortable learning new systems
Demonstrate integrity, accountability, and attention to detail
Effective communicator
Skilled in problem-solving, multitasking, and prioritizing in a fast-paced environment
Calm, approachable, and methodical under pressure
Self-motivated, enthusiastic, and a reliable team contributor
Strong organizational and leadership abilities, including leading meetings and following through on action items
Confident decision-maker with sound judgment and professionalism
Adaptable and proactive with a continuous improvement approach

Responsibilities

Offer excellent assistance to internal and external clients involving administration, quotations, order management, and master data handling
Serve as a role model by resolving complex requests efficiently and professionally
Collaborate with Sales, Distribution, and Finance teams to meet customer needs promptly
Become a subject matter expert in Customer Relationship Management (CRM) systems
Ensure compliance with company policies, operational standards, and training requirements
Act as the primary contact for technical or project-based assignments that align with business priorities
Champion process improvement initiatives by focusing on accuracy, system optimization, and data integrity
Contribute to training programs and mentor new team members to foster continuous learning
Prepare and maintain accurate customer service reports and dashboards
Assess and route customer needs to the appropriate departments for swift resolution
Serve as Deputy to the Supervisor or Team Leader when required, providing operational insights and performance reports

Skills

Key technologies and capabilities for this role

Customer ServiceOrder ManagementQuotationsInvoicingMaster DataCRMProcess ImprovementTrainingMentoringReportingDashboards

Questions & Answers

Common questions about this position

What is the location for this Lead Customer Service position?

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

What experience is required for this role?

Candidates need 3–5 years of experience working in a customer service or shared service center position within a multinational.

What are the key skills needed for the Lead Customer Service Representative role?

Key skills include strong written and verbal English communication, problem-solving, multitasking, leadership abilities, and proficiency in Microsoft Office.

What does the work schedule look like for this position?

It is a full-time standard schedule from Monday to Friday in an office environment.

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

A strong candidate demonstrates integrity, accountability, attention to detail, effective communication, leadership, problem-solving in fast-paced settings, and experience mentoring teams.

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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