Supervisor, Customer Service at Thermo Fisher Scientific

Lagunilla, Provincia de Guanacaste, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Services, Life SciencesIndustries

Requirements

At least 3 years of proven leadership experience in Customer Service, preferably within a shared service or multinational environment
Bachelor’s degree (or equivalent experience)
Strong people management and coaching abilities with a passion for developing others
Committed approach with exceptional attention to detail
Excellent communication and collaborator management skills, both written and verbal
Strong analytical, organizational, and presentation skills
Proficiency in Microsoft Outlook, Excel, and PowerPoint; ERP system experience required
Ability to handle confidential information with professionalism and integrity
A proactive, flexible approach with enthusiasm for continuous improvement and teamwork

Responsibilities

Lead and inspire a team of Customer Service Representatives, ensuring high standards across order management, quotations, invoicing, administration, and master data
Oversee daily operations and performance, ensuring benchmarks and service levels are consistently achieved
Drive the resolution of complex customer inquiries, handling partner concerns and collaborating closely with cross-functional partners including Finance, Logistics, Sales, Marketing, and Quality
Champion customer satisfaction initiatives and support Sales to deliver an outstanding end-to-end customer experience
Lead or support strategic projects that align with corporate initiatives and enhance service delivery
Identify and implement opportunities for process and system improvements to increase efficiency and team productivity
Oversee ERP system data accuracy and provide guidance on standard processes
Promote employee engagement and retention by conducting regular 1:1s, coaching, and mentoring to build team capability and reduce attrition
Support cross-training and cross-team collaboration to meet business demands and drive operational flexibility

Skills

Key technologies and capabilities for this role

Customer ServiceTeam LeadershipOrder ManagementQuotationsInvoicingERP SystemsPeople ManagementCoachingProcess ImprovementCross-functional Collaboration

Questions & Answers

Common questions about this position

What experience is required for the Customer Service Supervisor role?

At least 3 years of proven leadership experience in Customer Service is required, preferably within a shared service or multinational environment, along with a Bachelor’s degree or equivalent experience.

Where is this Customer Service Supervisor position located?

The role is located at our Shared Service Center in Costa Rica.

What are the key skills needed for this supervisor position?

Key skills include strong people management and coaching abilities, excellent communication and collaboration skills, strong analytical, organizational, and presentation skills, and proficiency in Microsoft Outlook, Excel, PowerPoint, and ERP systems.

What is the company culture like at Thermo Fisher Scientific?

The company values collaboration, innovation, and inclusion, with a focus on empowering employees to lead with purpose, investing in professional growth, and building a diverse and inclusive workforce.

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

A strong candidate has proven leadership experience in customer service, strong people management and coaching skills, excellent communication, analytical abilities, ERP proficiency, and a proactive approach to continuous improvement and teamwork.

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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