Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer.

Based in our Shared Service Center in Costa Rica, the Senior Customer Service Representative is responsible for providing exceptional support to internal and external customers throughout the customer lifecycle. This includes order management, quotations, invoicing, administration, master data maintenance, and resolution of customer inquiries.

The successful candidate will work closely with cross-functional teams, including Sales, Commercial, Distribution, and Finance, to ensure customer requests are handled accurately and within established service levels.

Professional proficiency in both English and French is required for this position.

Key Responsibilities

• Provide exceptional customer service to external customers and internal stakeholders across order management, quotations, invoicing, administration, and master data activities.

• Manage customer inquiries and complex requirements accurately and within established service levels.

• Handle escalations professionally and coordinate with partner functions, including Sales, Commercial, Distribution, and Finance, to resolve issues and fulfill customer requests.

• Process and follow up on customer requests in accordance with established procedures, policies, and divisional guidelines.

• Develop proficiency in Customer Relationship Management (CRM), Enterprise Resource Planning (ERP), and other systems required to support customer operations.

• Maintain a high level of data accuracy and quality by consistently applying established processes and demonstrating strong attention to operational details.

• Meet established daily, weekly, and monthly Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and quality expectations.

• Review relevant customer service reports and take appropriate action based on customer and business requirements.

• Assess individual customer needs and coordinate activities with appropriate partner departments when required.

• Identify opportunities to improve efficiency, productivity, customer experience, and process effectiveness.

• Support the development and review of training materials and contribute to the onboarding and training of new team members as required.

• Participate in assignments, projects, and continuous improvement initiatives according to business needs.

• Adhere to company policies, compliance requirements, operational procedures, and departmental training guidelines.

• Participate in cross-training and cross-support activities with other Customer Service teams to meet changing or seasonal business requirements.

Required Qualifications

• Professional proficiency in English and French, both written and verbal, is required. Minimum B2 level in both languages.

• Minimum of 2 years of customer service experience in a Shared Service Center (SSC), multinational company, or office environment.

• High school diploma or equivalent required.

• Proficiency in Microsoft Office applications.

• Strong written and verbal communication skills.

• Strong problem-solving skills with the ability to manage multiple priorities and work effectively under tight deadlines.

• Excellent attention to detail and commitment to data accuracy and quality.

• Strong organizational skills with the ability to prioritize workload effectively.

• Ability to manage complex customer requirements and escalations with professionalism, judgment, and diplomacy.

• Ability to work independently, take ownership of responsibilities, and exercise sound judgment.

• Ability to operate effectively in ambiguous situations where all information may not be immediately available.

• Self-motivated, proactive, solution-oriented, and able to demonstrate a positive “can-do” attitude.

• Strong collaboration skills and ability to build effective relationships with internal and external stakeholders.

• Demonstrated commitment to integrity, compliance, and delivering a high-quality customer experience.

• Ability to consistently work toward established performance metrics and service expectations.

Preferred Qualifications

• A Bachelor’s Degree is preferred but not essential. Candidates with relevant experience, skills, and knowledge will also be considered.

• Previous experience working with ERP systems and CRM platforms.

• Experience in order management, quotations, invoicing, administration, or master data processes.

• Experience supporting customers in a multinational or Shared Service Center environment.

• Experience contributing to training, onboarding, continuous improvement initiatives, or cross-functional projects.

Working Conditions

• This position requires regular computer use, repetitive typing, and working with multiple displays.

• Other physical demands are consistent with those typically associated with a standard office environment.

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