Customer Service Agent (Coyol, Alajuela)

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-solvingInfluence and partner with individuals/teams internally and externallyGood organization and time management skillsResponds 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 improvementsRequired Qualifications / Capacity:Uses effective questioning to identify customer needsExercises judgment setting work priorities and identifies next stepsHigh capacity of adaptation to change with positive and constructive feedbackCommunicates at higher internal and external levels and to diverse audiencesBuilds and maintains customer relationshipsDemonstrates positive influences to the teamHelps to lead change initiativesPreferably, a bachelor's degree in a related science, certification or additional professional training Excellent communication skills, verbal and writtenEnglish language fluency preferredDemonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement