Supervisor, Customer Service

Work Schedule

Environmental Conditions

Job Description

A position has arisen for aSupervisor in our Customer Service Department, based at our Shared Service Center inCosta Rica. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall businessobjectives to enable growth. 

Key Responsibilities: 

• Lead a team of customer service representatives in the fieldofcomplexadministration, order management, quotations, master data, invoicing. 

• Responsible for the success of the daily operations of the team. 

• Drive the resolution of complex customer requirements, manage and follow up escalations, liaising with partner functions.  

• Communicate cross functionally asrequired with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems. 

• Ensure that the Key Performance Metrics for Customer Services are met 

• Support key CustomerService strategies to drive customer loyalty & resultingcustomersatisfactionscore. 

• Support Sales to enhance the customer experience by providingappropriate guidance. 

• Take the lead and drive key projects to support local/corporate initiatives. 

• Identify key improvement opportunities - e.g. system enhancements, processes, tools. 

• Utilize system knowledge to provideappropriate guidance on transactional capability. 

• Oversee management of customer related data within ERP systems. 

• To meet the demands of business capacity and seasonality, it may be necessary to lead cross training and cross support initiatives by partnering other customer service teams. 

• Stabilize theOperations Teams to reduce the attrition rate. 

• Boost seniority in the respective team with effective 1:1's,coaching and mentoring. 

Skills: 

• Demonstrated skills in people management & development. 

• Experience in supportingefficiency and productivityprojects. 

• Good written and oral communication skills are essential. 

• Must be able tointerface effectively with internal & external customers. 

• Strong results focus and attention to detail are essential. 

• Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel. 

• Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team. 

• An ability to handle confidential and/or proprietary information.  

• Excellent analytical and presentation skillsrequired. 

• Must be task focused with enthusiasm and a flexible approach. 

Experience: 

• A minimum of3+ years’ customer service leadership experience isrequiredpreferably in a shared services environment. 

• Experience with ERP systems. 

Education: 

• Requires aBachelor’s degree from four-year college or university or equivalent work experience. 

Working Conditions: 

• This position requires repetitive typing and regular use of a computerplus multiple displays. 

• Most of the other physical demands are typicalwith those associated with an office environment. 

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.  

Key responsibilitiesstatedin this documentare the minimumrequiredbutarenot limited to these, always withinCustomer Carearea of expertise.  

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminateon the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status,disability or any other legally protected status.