Customer Service Specialist I – Export Order Management and Fulfilment Team

Job description

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 accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com. Job Title: Customer Service Specialist I – Export Order Management and Fulfilment Team Reports to: Supervisor, Customer Service Group / Division: Career Band: 4 Position Location: Heredia, Costa Rica Number of Direct Reports: 0 Position Summary: Based at the Shared Service Center in Heredia, Costa Rica, the Export Order Management and Fulfilment Team is responsible for supporting customers throughout the order lifecycle, including export order processing, logistics coordination, shipping administration, customer communication, quotations, and master data management. In this role you will provide exceptional customer support by responding promptly and accurately to internal and external customer requests while ensuring seamless coordination between customers, logistics providers, factories, sales teams, and other business partners. This role requires a proactive and customer-focused individual who can confidently manage export orders, monitor shipments, follow up on deliveries, and collaborate with multiple stakeholders to ensure a positive customer experience and efficient order fulfillment. Key Responsibilities: Provide exceptional customer service to external customers and internal stakeholders across export order management, logistics coordination, shipping administration, quotations, credits & returns, manual billing, shipment reports, and master data maintenance. Process export customer orders accurately and efficiently, ensuring compliance with company policies, customer requirements, and international shipping procedures. Coordinate and follow up with logistics partners, freight forwarders, carriers, factories, sales teams, and customers to ensure timely shipment execution and delivery performance. Monitor order status throughout the order-to-delivery lifecycle and proactively communicate updates, delays, and resolutions to relevant stakeholders. Investigate and resolve customer inquiries, handle complex cases, shipping issues, delivery discrepancies, and order-related escalations in a timely and professional manner. Maintain accurate customer, order, and shipment records within ERP and Customer Relationship Management (CRM) systems. Collaborate with cross-functional teams including Sales, Distribution, Supply Chain, Logistics, Finance, and Manufacturing to fulfill customer requirements and resolve operational challenges. Adhere to company policies, operational procedures, trade compliance regulations, and departmental guidelines. Deliver against daily, weekly, and monthly key performance indicators while continuously seeking opportunities to improve efficiency, productivity, and customer satisfaction. Identify opportunities and support process improvement initiatives, support the leadership team, and contribute to the team's development by promoting best practices, creating training materials, and facilitating knowledge-sharing activities. Prepare and maintain operational reports relating to customer service, order management, and shipping performance. Assess customer requirements and coordinate activities with the appropriate internal departments to ensure successful outcomes. Demonstrate ownership and accountability for customer orders and proactively drive resolution of issues through to completion. Skills: Demonstrate high integrity, professionalism, and compliance. Floor support and Training/Coaching capabilities Strong attention to detail and commitment to accuracy. Confidence in managing export order processing activities and coordinating multiple orders simultaneously. Ability to confidently communicate and follow up with logistics providers, freight forwarders, factories, sales teams, and customers. Excellent problem-solving and analytical skills with the ability to manage competing priorities and tight deadlines. Strong customer service mindset with a proactive and solution-oriented approach. Effective written and verbal communication skills in English (Portuguese language in addition is an advantage). Exceptional organizational skills and the ability to prioritize workload effectively. Ability to work independently while also contributing as an engaged team player. Demonstrate sound judgment and professionalism when dealing with internal and external stakeholders. Ability to navigate ambiguity, take ownership of responsibilities, and drive issues through to resolution. Strong stakeholder management and relationship-building skills. Competent Microsoft Office user, particularly Excel and Outlook. Experience working with ERP, CRM, or order management systems is advantageous. Experience: 1+ year of experience in export order processing / logistics / shipping coordination / customer service / order management within an SSC, multinational / manufacturing / distribution, or office environment. Demonstrated experience managing customer orders from order entry through shipment and delivery. Experience coordinating with logistics providers, freight forwarders, factories, sales teams, and customers. Experience using ERP systems and order management tools is preferred. Experience working in an international and customer-focused environment is advantageous. Education: Requires a high school diploma or equivalent qualification. A Bachelor's Degree is preferred but not essential. Candidates with relevant experience and knowledge will also be considered. If you are looking for an exciting career with a company that values diversity and is committed to equal opportunity, join Thermo Fisher Scientific today. We are an EEO/Affirmative Action Employer and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.