Team Leader Customer Service – Trilingual

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

We are seeking a highly motivated and experienced Team Leader to join our Customer Service Department at our Heredia Shared Service Center in Costa Rica. This role is pivotal in ensuring the highest standards of customer service and relations, driving customer loyalty, and aligning with overall business objectives to foster growth.

Key Responsibilities:

• Ensure the success of daily team operations.
• Communicate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems as required.
• Meet key performance metrics for Customer Services.
• Support key Customer Care strategies to drive customer loyalty and improve CAS scores.
• Provide guidance to Sales to enhance the customer experience.
• Participate in key projects supporting local and corporate initiatives.
• Identify and implement key improvement opportunities, such as system enhancements, processes, and tools.
• Manage customer-related data within ERP systems.
• Train and present to other teams on relevant customer care tools, initiatives, and strategies.
• Support and drive order entry automation projects and complaint reduction initiatives.
• Stabilize the Order Teams to reduce attrition rates and boost team seniority through effective coaching and mentoring.

Skills and Experience Required:

• Minimum B2 proficiency in English and French. Strong verbal and written communication skills, is required.
• Proven experience as a team leader, preferably in a customer care or shared services environment.
• Experience with Oracle or SAP, and in order management.
• Strong results focus and attention to detail.
• Demonstrated ability 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/or proprietary information.
• Excellent analytical, presentation, written, and oral communication skills.
• Demonstrated skills in people management and development.
• Experience in supporting projects and interfacing effectively with internal and external customers.

Education:

• Bachelor’s degree from a four-year college or university, or equivalent work experience.

Working Conditions:

• Typical office environment physical demands.
• Some travel may be required.
• Commitment to hiring a diverse and inclusive workforce.
• EEO/Affirmative Action Employer.

At Thermo Fisher Scientific, each one of our 100,000 outstanding individuals has an exceptional story to share. Join us and contribute to our remarkable mission—empowering our customers to enhance the health, cleanliness, and safety of the world.

Welcome

Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell?

About Us

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $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, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.

Accessibility/Disability Access

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

EEO

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.