Customer Service Agent (Coyol, Alajuela)

Job Description

Position Objective:

The Sales Operations Analyst I provides exceptional support to internal and external customers in order to achieve our business goals.

Essential Functions:

• Resourceful and results-oriented (driving to deadlines, financial targets, project goals)
• Take initiative through problem-solving
• Influence and partner with individuals/teams internally and externally
• Good organization and time management skills
• Responds to and resolves internal and external customer requests and inquiries which may involve pricing, product availability or returns, open order feedback.
• Interacts with multiple areas including Purchasement, Importation, Logistic, Finance, sales force, suppliers to ensure timely and accurate customer’s answers.
• Identifies customer needs, and appropriate course of action, including order placement, processing/expediting orders, process returns, sourcing products and other inquiries.
• Assesses customer needs and escalates issues as appropriate.
• Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures.
• Stays abreast of and complies with new processes, system changes, procedural updates, and initiatives within the company..
• Completes all other duties as assigned.
• Leverage PPI/Process improvement tools to identify, own and implement customer service related process improvements

Required Qualifications / Capacity:

• Uses effective questioning to identify customer needs
• Exercises judgment setting work priorities and identifies next steps
• High capacity of adaptation to change with positive and constructive feedback
• Communicates at higher internal and external levels and to diverse audiences
• Builds and maintains customer relationships
• Demonstrates positive influences to the team
• Helps to lead change initiatives
• Preferably, a bachelor's degree in a related science, certification or additional professional training
• Excellent communication skills, verbal and written
• English language fluency preferred
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement