Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. We are dedicated to supporting our customers in a range of areas including life sciences research, diagnostics, and the development of life-changing therapies. Our distributed team brings together innovative technologies, convenient purchasing options, and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.

Job Title: Team Leader Customer Care

Reports to: Sr Manager Customer Care

Group / Division:

Career Band: 5

Position Location: Heredia, Costa Rica

Direct Report: 10 - 12

Position Summary:

Based at our Shared Service Center in Costa Rica, the Customer Service team are responsible for supporting our clients throughout the lifecycle including invoicing, administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests. 

In addition to the above, Customer Service Team Leader provide active support, lead and coordinate 10+ customer care representatives to enhance customer dedication, improve business performance, and align with the overall business objectives.

Main Tasks & Responsibilities:

Technical and operational management of  Asset Management Systems TeamDistribute workload among team membersFTE Performance analysis of team membersCoordination with all areas involved in the process (Invoicing, field operations, finance, etc.) to ensure important metrics and Targets are met.Continuous further development and optimization of processes in the area of responsibility, considering applicable processes - PPI tools using.Ensuring accurate measures in case of customer concerns within the group and if needed, comprehensive critical issue outside the team, to other departments or colleaguesCollaborate with various individuals and support in managing high and complex customer relationships.Implementation & coordination of new processes within the teamAct as a second point of contact for critical issues and assist with supervisor's support activities.Ensuring that the team is working in accordance with applicable policies

Minimum Experiences/ skills and knowledge.

Demonstrated skills in people management & development.Experience in supporting efficiency and productivity projects.Good written and oral communication skills are essential.Must be able to interface effectively with internal & external customers.Strong 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 assist in initiatives and collaborate well within a team.An ability to handle confidential and/or proprietary information. Excellent analytical and presentation skills required.Must be task focused with enthusiasm and a flexible approach.

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