Sr Customer Service Representative

Job Title

Thermo Fisher Scientific Inc. (NYSE: TMO) is the global leader in serving science, with annual revenue of approximately $40 billion. We strive to empower our customers to contribute to a healthier, cleaner, and safer world. Whether our customers are accelerating life sciences research, solving sophisticated analytical challenges, increasing efficiency in their laboratories, improving patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team delivers an unrivaled combination of innovative technologies, purchasing convenience, and pharmaceutical services through our industry-leading brands.

Position Summary

Positioned at our Shared Service Center in Costa Rica, the Customer Service division is accountable for aiding our clients throughout the lifecycle, which includes invoicing, handling orders, generating quotations, and managing core data. Customer Service Representatives offer excellent customer assistance, responding promptly and accurately to customer inquiries from within and outside the organization.

Key Responsibilities

• Be a role model and provide exceptional customer service experience to our external customers and internal partners in invoicing, administration, order management, quotations, and master data.
• Handle sophisticated customer requirements, lead critical issues, process and follow up on all relevant requests within the division's guidelines, and liaise with partner functions (sales and commercial, distribution, finance) to fulfill customers' requests or resolve issues to ensure timely handling of inquiries.
• Become proficient in Customer Relationship Management systems.
• Make sure to company policies, operational regulations, and departmental training guidelines.
• Deliver on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.
• Play a key role in assignments/projects as the need arises by business expectations.
• Consistently apply and meet process expectations, demonstrate attention to operational details, and leverage required computer systems to maintain a high level of data accuracy and quality. Develop and review training materials and supply to new joiner trainings.
• Use relevant daily customer service reports.
• Assess individual customer requirements and, if required, direct activities to appropriate partner departments.
• Participate in cross-training and cross-support activities to meet seasonal business requirements, which may involve joining assignments to other customer service teams.

Skills

• Demonstrate high integrity and compliance.
• Display attention to detail and accuracy.
• Good problem-solving skills and ability to multitask under tight deadlines.
• Self-motivated, enthusiastic, positive attitude, and perform as a teammate.
• Strong written and verbal communication skills.
• Good organizational skills and ability to prioritize workload effectively.
• Demonstrate judgment and diplomacy in dealing with internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Ability to take care of ambiguity, act without having all details available, have a sense of ownership of roles and responsibilities, and see the bigger picture. Demonstrate a "can-do" demeanor and a proactive solution-focused outlook.
• Competent Microsoft Office user.

Experience

• A minimum of 2-3 years of customer service experience is required 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 crucial; candidates with confirmed experience and knowledge will also be considered.

Working Conditions

• This position requires repetitive typing and regular use of a computer plus multiple displays.
• Most other physical demands are typical of 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 responsibilities stated in this document are the minimum required but are not limited to these, always within the Customer Care area of expertise.

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.