Team Leader, Customer Service
Thermo Fisher Scientific
Ciencias de la vida
37724 Lagunilla, Castilla y León - Spanien
Manager / Gestor de equipos
Experteer Overview
In this role you lead the Customer Service team at the Shared Service Center in Costa Rica, driving reliable service and strong business performance. You collaborate cross-functionally with Finance, Logistics, Regulatory and other functions to meet performance metrics and enhance customer care. You mentor Sales teams to improve the customer experience and contribute to key projects that advance local and corporate initiatives. You will optimize processes, manage ERP data, and champion order entry automation and complaint reduction. You help stabilize the team and grow talent while delivering measurable impact.
Responsabilidades
- Oversee daily team operations to ensure service quality
- Collaborate cross-functionally with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing, and Quality Systems
- Meet and monitor key performance metrics for Customer Services
- Support customer care strategies to boost customer dedication and CAS scores
- Mentor and develop Sales teams to improve the customer experience
- Participate in projects supporting local and corporate initiatives
- Identify and implement improvements to systems, processes, and tools
- Manage customer-related data within ERP systems
- Train and present to other teams on customer care tools and strategies
- Support order entry automation projects and initiatives to reduce complaints
- Stabilize Order Teams to reduce attrition and increase seniority through coaching and mentoring
Requisitos principales
- Team leadership experience in a customer care or shared services setting
- Experience with Oracle or SAP and in order management
- Strong results orientation and attention to detail
- Proficiency with Outlook, PowerPoint, and Excel
- Good organizational skills and proactive, collaborative mindset
- Ability to handle confidential/proprietary information
- Excellent analytical, presentation, written and oral communication
- People management and development experience
- Experience supporting projects and working with internal and external customers
Descripción del puesto
In this role you lead the Customer Service team at the Shared Service Center in Costa Rica, driving reliable service and strong business per…
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