Customer Service Supervisor

Supervisor, Customer Service

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.

Key Responsibilities:

• 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.

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.

Working Conditions:

• This position requires repetitive typing and regular use of a computer with multiple displays.
• Physical demands are typical of an office environment.
• Thermo Fisher Scientific is committed to hiring a diverse and inclusive workforce.

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.