Supervisor, Customer Service

Work Schedule

Environmental Conditions

Job Description

Join Thermo Fisher Scientific, a global leader in science, and advance your career as a Customer Service Supervisor at our Shared Service Center in Costa Rica. This role is ideal for a motivated, customer-focused professional who excels in a fast-paced environment. You will lead a team committed to operational excellence and strong customer relationships — helping us make the world healthier, cleaner, and safer.

What You’ll Do

• Lead and inspire a team of Customer Service Representatives, ensuring high standards across order management, quotations, invoicing, administration, and master data.
• Oversee daily operations and performance, ensuring benchmarks and service levels are consistently achieved.
• Drive the resolution of complex customer inquiries, handling partner concerns and collaborating closely with cross-functional partners including Finance, Logistics, Sales, Marketing, and Quality.
• Champion customer satisfaction initiatives and support Sales to deliver an outstanding end-to-end customer experience.
• Lead or support strategic projects that align with corporate initiatives and enhance service delivery.
• Identify and implement opportunities for process and system improvements to increase efficiency and team productivity.
• Oversee ERP system data accuracy and provide guidance on standard processes.
• Promote employee engagement and retention by conducting regular 1:1s, coaching, and mentoring to build team capability and reduce attrition.
• Support cross-training and cross-team collaboration to meet business demands and drive operational flexibility.

What You Bring

• Experience: At least 3 years of proven leadership experience in Customer Service, preferably within a shared service or multinational environment.
• Education: Bachelor’s degree (or equivalent experience).
• Skills:

Strong people management and coaching abilities with a passion for developing others.

1. Committed approach with exceptional attention to detail.

Excellent communication and collaborator management skills, both written and verbal.

1. Strong analytical, organizational, and presentation skills.

Proficiency in Microsoft Outlook, Excel, and PowerPoint; ERP system experience required.

1. Ability to handle confidential information with professionalism and integrity.

A proactive, flexible approach with enthusiasm for continuous improvement and teamwork.

Why You’ll Love Working Here

At Thermo Fisher Scientific, you’ll be empowered to lead with purpose and make a tangible difference every day. We value collaboration, innovation, and inclusion — and we invest in your professional growth with clear opportunities for advancement.

We’re proud to be an Equal Opportunity Employer, committed to building a diverse and inclusive workforce that reflects the world we serve.