Supervisor, Customer Service

at  Thermo Fisher Scientific

POSITION SUMMARY:

An outstanding opportunity has presented itself for a Supervisor, Customer Service in our Information Technology sector at our Shared Service Center in Costa Rica. This stimulating role is perfect for a driven leader with demonstrated experience in leading a team within a dynamic, customer-focused atmosphere. This position ensures immense career growth potential and the opportunity to implement effective strategies that align with our overall business goals to cultivate growth and customer dedication.

SKILLS:

• Demonstrated skills in people management and development.
• Experience in supporting efficiency and productivity projects.
• Excellent written and oral communication skills.
• Ability to interface effectively with internal and external customers.
• Strong results focus and attention to detail.
• Proficiency with systems, including Outlook, PowerPoint, and Excel.
• Good organizational skills and the ability to use initiative and collaborate within a team.
• Ability to handle confidential and proprietary information.
• Excellent analytical and presentation skills.
• Task-focused with enthusiasm and a flexible approach.

EXPERIENCE:

• Minimum of 3+ years of customer service leadership experience, preferably in a shared services environment.
• Experience with ERP systems.
• Bachelor’s degree from a four-year college or university or equivalent work experience.

• Lead a team of customer service representatives in complex administration tasks, order management, quotations, master data, and invoicing.
• Ensure the success of daily team operations.
• Solve complex customer needs and handle user problems by coordinating with other teams.
• Communicate cross-functionally with departments such as Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems.
• Ensure Key Performance Metrics for Customer Services are met.
• Support strategies to foster customer dedication and achieve high customer happiness scores.
• Collaborate with Sales to improve the customer experience by providing appropriate mentorship.
• Lead key projects to support local and corporate initiatives.
• Identify and implement improvement opportunities in systems, processes, and tools.
• Coordinate the management of customer-related data within ERP systems.
• Lead cross-training and support initiatives to meet business demands.
• Stabilize the Operations Teams to reduce attrition rates.
• Boost team seniority through effective one-on-one coaching and mentoring.