Team Leader, 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

Demonstrated background as a team leader, ideally within a customer care or shared services setting
Experience with Oracle or SAP, and in order management
Strong results focus and attention to detail
Demonstrated ability 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/or proprietary information
Excellent analytical, presentation, written, and oral communication skills
Demonstrated skills in people management and development
Experience in supporting projects and interfacing effectively with internal and external customers
Bachelor’s degree from a four-year college or university, or equivalent work experience

Responsibilities

Ensure the success of daily team operations
Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems as required
Meet key performance metrics for Customer Services
Support key Customer Care strategies to drive customer dedication and improve CAS scores
Provide mentorship to Sales to improve the customer experience
Participate in key projects supporting local and corporate initiatives
Identify and implement key improvement opportunities, such as system enhancements, processes, and tools
Manage customer-related data within ERP systems
Train and present to other teams on relevant customer care tools, initiatives, and strategies
Support and drive order entry automation projects and complaint reduction initiatives
Stabilize the Order Teams to reduce attrition rates and boost team seniority through effective coaching and mentoring

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer ServiceOrder ManagementOracleSAPERP SystemsExcelPowerPointOutlookProcess ImprovementCross-functional CommunicationPerformance MetricsCoachingMentoring

Questions & Answers

Common questions about this position

What is the work location for this Team Leader position?

The role is based at the Shared Service Center in Costa Rica.

What salary or compensation is offered for this role?

This information is not specified in the job description.

What key skills and experience are required for this position?

Required skills include a demonstrated background as a team leader in customer care or shared services, experience with Oracle or SAP and order management, strong people management and development skills, and proficiency with Outlook, PowerPoint, and Excel.

What is the company culture like at Thermo Fisher Scientific?

The company is passionate about making the world healthier, cleaner, and safer, with a dynamic, customer-focused environment that emphasizes flawless customer service, business performance, career growth, and dedication to a diverse and inclusive workforce.

What makes a strong candidate for this Team Leader role?

Strong candidates have a Bachelor's degree or equivalent experience, proven team leadership in customer care, ERP system expertise like Oracle or SAP, excellent communication and analytical skills, and a results-focused approach with people management abilities.

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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