Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Are you seeking an outstanding chance to create a significant impact while collaborating with a world-class team? Thermo Fisher Scientific Inc. is in search of an ambitious Sr Customer Service Representative to join our Shared Service Center in Heredia, Costa Rica. This role plays a crucial part in guaranteeing our customers receive seamless support throughout their lifecycle, encompassing invoicing, administration, order management, quotations, and master data.Key Responsibilities:Deliver outstanding customer service experience to our external customers and internal collaborators, following company policies and guidelines closely.Manage complex customer requirements, including blocking issues, and work with partner functions to ensure timely handling of enquiries.Gain expertise in Customer Relationship Management systems and effectively implement standard methodologies.Deliver on daily/weekly/monthly key performance indicator metrics and engage in efficiency initiatives.Play a key role in assignments/projects as required by business expectations.Consistently meet process expectations, showcasing attention to operational details and using computer systems for high data accuracy.Develop and review training materials and contribute to new joiner trainings.Assess individual customer requirements and direct activities to appropriate departments when necessary.Participate in cross training and cross support activities to meet seasonal business requirements.Skills:Demonstrate high integrity and compliance.Display attention to detail and accuracy.Good problem-solving skills and ability to multitask under tight deadlines.Must possess self-motivation, enthusiasm, a positive attitude, and be a great teammate.Strong written and verbal communication skills.Good organizational skills and the ability to prioritize workload effectively.Must demonstrate judgment, diplomacy in dealing with internal and external customers.Ability to work on own initiative and solve system issues.Ability to handle uncertainty and take proactive action with a solution-focused approach.Proficient Microsoft Office user.Experience:A minimum of 2-3 years’ customer service experience in an SSC/multinational/office environment.Experience with ERP systems preferred but not essential.Education:Requires a high school diploma. A Bachelor’s Degree is preferred but not essential; relevant experience and knowledge will also be considered.Working Conditions:This position requires repetitive typing and regular use of a computer plus multiple displays.Most physical demands are typical of an office environment.We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.Key responsibilities stated here are the minimum required but are not limited to these, always within the Customer Care area of expertise. Join us and be part of a team that shares a common set of values, working together to make the world healthier, cleaner, and safer!