Work Schedule

Other

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. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.\n\nJob Title: Sr Customer Service Representative\nReports to: Supervisor, Customer Service\t\t\nGroup / Division: \nCareer Band: 3\nPosition Location: Heredia, Costa Rica\n\nPosition Summary: \nBased in 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. \n\nKey Responsibilities:\n\n•\tBe a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of invoicing, administration, order management, quotations, master data.\n•\tDeal with complex customer requirements, manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries.\n•\tBecome proficient in Customer Relationship Management systems.\n•\tAdhere to company policies, operational regulations and departmental training guidelines.\n•\tDeliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.\n•\tPlay a key role on assignments/projects as required by business expectations.\n•\tConsistently apply and meet the process expectations and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Develop and review training materials and contribute to new joiner trainings. \n•\tUse relevant daily customer service reports.\n•\tAssess individual customer requirements and if required direct activities to appropriate partner departments.\n•\tIn order to meet the seasonal requirements of the business, it might be required to participate in cross training and cross support activities, which involve joining assignments to other customer service teams.\n\n\nSkills:\n•\tDemonstrate high integrity and compliance.\n•\tDisplay attention to detail and accuracy.\n•\tGood problem-solving skills and ability to multitask under tight deadlines.\n•\tMust possess self-motivation, enthusiasm, a positive attitude and perform as a team player.\n•\tStrong written and verbal communication skills.\n•\tGood organizational skills and the ability to prioritize workload effectively.\n•\tMust demonstrate judgment, diplomacy in dealing with internal and external customers.\n•\tWork on own initiative on daily routine tasks as well as solving system issues.\n•\tAbility to deal with ambiguity, to act without having all details available, have a sense of ownership of roles and responsibilities and ability to see the bigger picture, demonstrate a “can-do” attitude and a proactive solution-focused mindset.\n•\tCompetent Microsoft Office user.\n\nExperience:\n•\tA minimum of 2-3 years’ customer service experience is required in an SSC/multinational/office environment.\n•\tExperience with ERP systems preferred but not essential.\n\nEducation:\n•\tRequires a high school diploma. A Bachelor’s Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered. \n\nWorking Conditions:\n•\tThis position requires repetitive typing and regular use of a computer plus multiple displays.\n•\tMost of the other physical demands are typical with those associated with an office environment.\n•\tWe are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.\n\n\nKey responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise. \n\nThermo 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.