Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are driving progress in life sciences research, solving complex analytical challenges, optimizing efficiency in their laboratories, enhancing patient health through diagnostics, or developing and manufacturing life-changing therapies, we are here to support them. Our distributed team collaborates across different locations to offer an outstanding combination of brand new technologies, convenient purchasing options, and pharmaceutical services through our renowned brands. For more information, please visit www.thermofisher.com.
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Job Title: Team Leader Customer Care
Reports to: Sr Manager Customer Care
Group / Division:
Career Band: 5
Position Location: Heredia, Costa Rica
Direct Report: 10 - 12
Position Summary:
Based at our Shared Service Center in Costa Rica, the Customer Service team are responsible for supporting our clients throughout the lifecycle including invoicing, administration, order management, quotations, master data. Customer Service Representatives deliver dedicated customer support, promptly and accurately when responding to internal and external customer requests.
In addition to the above, Customer Service Team Leaders provide active support, lead, and coordinate 10+ customer care representatives to enhance customer dedication, improve business performance, and align with the overall business objectives.
Main Tasks & Responsibilities:
- Technical and operational management of Asset Management Systems Team
- Distribute workload among team members
- FTE Performance analysis of team members
- Coordination with all areas involved in the process (Invoicing, field operations, finance, etc.) to ensure important metrics and Targets are met.
- Continuous further development and optimization of processes in the area of responsibility, considering applicable processes - PPI tools using.
- Ensuring accurate measures in case of customer concerns within the group and if needed, comprehensive critical issue outside the team, to other departments or colleagues
- Collaborate with various individuals and support in managing customer relationships that are high-level and complex.
- Implementation & coordination of new processes within the team
- Serve as a secondary point of contact for advanced issues and fulfill supervisor's support tasks.
- Ensuring that the team is working in accordance with applicable policies
Minimum Experiences/ skills and knowledge.
- Demonstrated skills in people management & development.
- Experience in supporting efficiency and productivity projects.
- Good written and oral communication skills are essential.
- Must be able to interface effectively with internal & external customers.
- Strong attention to detail are essential.
- Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel.
- Good organisational skills are necessary, as is the ability to use assist in initiatives and collaborate well within a team.
- An ability to handle confidential and/or proprietary information.
- Excellent analytical and presentation skills required.
- Must be task focused with enthusiasm and a flexible approach.
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.