Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
A position has arisen for a Supervisor in our Customer Service Department, based at our Shared Service Center in Costa Rica. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.
Key Responsibilities:
- Lead a team of customer service representatives in the field of complex administration, order management, quotations, master data, invoicing.
- Responsible for the success of the daily operations of the team.
- Drive the resolution of complex customer requirements, manage and follow up escalations,



liaising with partner functions.
- Communicate cross functionally as required with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
- Ensure that the Key Performance Metrics for Customer Services are met
- Support key Customer Service strategies to drive customer loyalty & resulting customer satisfactionscore.
- Support Sales to enhance the customer experience by providing appropriate guidance.
- Take the lead and drive key projects to support local/corporate initiatives.
- Identify key improvement opportunities - e.g. system enhancements, processes, tools.
- Utilize system knowledge to provide appropriate guidance on transactional capability.
- Oversee management of customer related data within ERP systems.
- To meet the demands of business capacity and seasonality, it may be necessary to lead cross training and cross support initiatives by partnering other

📌 Supervisor, Customer Service (Lagunilla)
🏢 ThermoFisher Scientific
📍 Lagunilla