64 Ofertas de Usaa en Costa Rica

Upjohn Export B.V. sucursal Costa Rica

At VIATRIS, we see healthcare not as it is but as it should be. We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs.

Viatris empowers people worldwide to live healthier at every stage of life.

We do so via:
Access - Providing high quality trusted medicines regardless of geography or circumstance;
Leadership - Advancing sustainable operations and innovative solutions to improve patient health; and

Partnership - Leveraging our collective expertise to connect people to products and services.

Every day, we rise to the challenge to make a difference and here’s how the Risk Management Program Coordinator role will make an impact:
Supports the pharmacovigilance risk management programs (RMPs) regionally with a focus on Risk Evaluation and Mitigation Strategies (REMS) in the United States.

Key responsibilities for this role include: Support Product Safety and Risk Management by coordinating functions for risk management program activities including but not limited to the following.- Coordinate and maintain risk management program updates for internal management review.- Coordinate distribution of RMP information to appropriate internal teams and collate feedback.- Manage legal contract management process including obtaining approvals and signatures from various internal stakeholders.- Provide support during related audits and health authority inspections.- Organize and maintain electronic filing system of RMP documents.- Review, update and maintain safety registry trackers.- Collect update and complete quarterly templates for to meet government reporting obligations.- Maintain internal program registry repositories (i.e., products, vendors used, program contacts, etc.).-
- Organize periodic team meetings, compile productivity metrics, and circulate minutes.- Other duties as assigned by Manager/ Regional Management.

The minimum qualifications for this role are:
- Minimum of a bachelor’s degree (or equivalent), preferably with related health science or life science background, and 2-4 years of experience. However, a combination of experience and/or education will be taken into consideration.- Knowledge of local and regional LATAM Pharmacovigilance legislation, requirements, and industry best practices.- Fluent in Spanish and English.

At Viatris, we offer competitive salaries, benefits and an inclusive environment where you can use your experiences, perspectives and skills to help make an impact on the lives of others.

Viatris is an Equal Opportunity Employer.

Habitat for Humanity International (HFHI) is seeking a talented professional to fill the role of
**Associate Director of Governance, Risk Management, and Compliance**.

The Associate Director GRC serves in an advisory role to senior leaders, management and individual contributors across the global HFH network, including national organization CEOs and board members, on matters relating to governance support, risk management, internal controls, compliance, and related process improvements. The position leads the regional development and implementation of global frameworks and protocols that are currently lacking, weak or unclear relating to risk management and policy compliance. For certain specialized areas involving risk and compliance, (e.g., Safeguarding or Human Resources), the Associate Director GRC plays the role of collaborative partner in co-developing such frameworks and protocols with other functions or divisions within Habitat.

The Associate Director GRC must use their influence to achieve acceptance of new tools and processes without having direct authority over those persons—typically regional or national leadership and senior management—who are the decision-makers about whether and how such process should be adopted, or changes implemented. The Associate Director GRC addresses complex problems that are often global (applicable to at least three HFH regions) and cross-functional in nature, requiring them to collaborate cross-functionally and cross-regionally to devise effective solutions.

The GRC Associate Director will play a key role in information sharing with regional teams in the area offices about HFHI-level risks, facilitating coordination and alignment in the planning and implementation of risk mitigation and risk monitoring as between those identified global risk issues and challenges (which often require implementation and monitoring by regional teams) on the one hand, and those area office risk issues on the other (which may overlap, share common strategies with, or compete for time and resources with, HFHI level risk mitigation actions priorities).

**Essential Duties and Responsibilities**:

- Drive regional/area office Enterprise Risk Management (ERM) as well as risk assessment practices for critical HFHI projects and take the lead in assisting Country national offices to adopt and sustain ERM, including through reviewing and advising on risk registers, mitigation plans, and monitoring processes for key risks that may affect strategic and/or project objectives. (15%)
- Lead the design and execution of regional and national ERM workshops, support the development of risk registers with mitigation plans, monitor and report on effectiveness of mitigation plans. Facilitate the monitoring and reporting processes for Regional/Area Office ERM with the Regional/Area Office management team and risk owners. Responsible for cascading up and down risk information in the HFH network. Assist in the development of tools/protocols to determine risk appetite and tolerance for an organization, function, or project. (15%)
- Coordinate the follow-up on the implementation of internal audit recommendations with appropriate HFHI staff. (10%)
- Using a risk-based approach, evaluate internal controls and business processes and advise relevant HFH management on best course of action to improve efficiency, mitigate risks and comply with internal policies, laws and regulations. Engage in collaborative working partnerships with related functions (Internal Audit, Safety & Security, Safeguarding, Operations, Finance and Global People Teams, etc.) to identify and promote best practices, assist in building internal technical capacity to meet industry standards and ensure alignment with global governance, risk management and compliance objectives (10%)
- With respect to GRC’s ongoing work to develop a unified HFHI Global Risk and Internal Control framework, lead their respective regions contributions to and implementation of that framework, including the mapping of processes, risks, and internal controls into a framework that is utilized to identify, assess, monitor and report key risk and control issues. (5%)
- Support the HFHI and HFH policy management lifecycle. (5%-10%)
- Co-lead or assist in investigations, particularly where coordination among multiple regional SMEs is necessary (10%-15%)
- Partner with Investigations, HR, Internal Audit, Programs and other functions to ensure proper escalation of significant risk and control issues as the arise; improve internal programs and processes based on lessons learned from investigations or other reviews; and with respect to developing actionable GRC intelligence, review and evaluate the results of ERM, internal controls and compliance assessments/reviews. (10%-15%)
- Based on data from relevant risk reports, identify training needs related to risk and compliance, and develop and/or deliver training on internal controls, compliance, ethics, and anti-fraud mea

Description
Selling Partner Trust and Store Integrity (TSI) is responsible for creating a trustworthy shopping experience across Amazon stores worldwide by protecting customers, brands, selling partners, vendors and Amazon from fraud, counterfeit, and abuse as well as providing world‐class support and building loyalty with Amazon's millions of selling partners. The Selling Partner Identity Verification (SPIV) team protects Amazon's WW stores store by creating projects and programs focused on the detection of abuse at its earliest point and identifying the root causes, vulnerabilities or exploits to systematically address to prevent future abuse. Our growth requires highly skilled candidates who move fast, have an entrepreneurial spirit to create new solutions, a tenacity to get things done, thrive in an environment of ambiguity and change, and are capable of breaking down and solving complex problems. We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. The combination of our unique backgrounds and perspectives strengthens our ability to achieve Amazon's mission of being Earth's most customer-centric company.
We catch bad actors and stop online fraud; It's fun! It's hard! It matters! We are passionate about protecting our selling partners and customers from bad actors and want a candidate that shares that passion. We are looking for an experienced Manager with background in risk, digital fraud, compliance, and/or cyber investigations. You will manage the core investigative function to provide feedback to partner teams by identifying and interpreting risk across Amazon's global stores. You will set the vision, direction and execution of key deliverables in the risk management space, developing business cases and requirements, and prioritizing competing opportunities. You will work with a wide range of global cross-functional teams and senior leaders to build feedback loops to drive scalable improvement across the broader organization. You will align your team to high impact business areas and executing to high expectations in a fast-paced and highly visible delivery area. The ideal candidate should have a blend of strong individual investigation skills along with experience managing a high performing risk team. You should be passionate about using and understanding data to discover bad actor trends and help us ensure that customers make great purchase decisions and our selling partners using Amazon are successful listing and selling their products. Your decisions and deliverables will help proactively mitigate risk and empower partner teams in making high confidence decisions that are fundamental to protecting Amazon customers, selling partners, and will help maintain the overall health of Amazon's WW stores.
Key job responsibilities
- Lead a high performing risk team by prioritizing high impact investigative leads that drive down business impact metrics
- Work within a sprint process to properly prioritize work and deliver results consistently
- Own end to end investigation flywheel to intake high quality leads from multiple sources to identify abuse and share detailed investigation briefs with partner teams to drive scalable detection and solutions
- Manage a strong risk team with a broad knowledge of abuse/fraud to conduct deep dives to derive insights about tactics used to conduct abuse on our WW stores
- Use high-level judgment to inform our most complex enforcement decisions and understand downstream impact and tradeoffs
- Develop goals, KPIs and metrics to track investigation health, progress, and impact. Effectively communicate challenges/roadblocks, progress and success to business and senior leadership.
- Provide feedback to partner teams and intake sources to improve the quality of leads and investigation outputs
- Break down problems into understandable and manageable pieces, ruthlessly prioritizing, and delivering results in an ambiguous environment
About the team
Our work is to solve hard puzzles and identify what hasn't already been discovered - typically with data and always with a lot persistence and curiosity. If you like the sound of that, come join us.
Basic Qualifications
- Bachelor's or postgraduate degree in Information Security, Computer Science, Data Science/Analytics, Engineering, Mathematics, Statistics or related discipline.
- 5+ years of relevant industry experience, either as an IC or manager, in risk or fraud investigations, regulatory compliance, ecommerce, analytics, or security
- Prior experience managing a high performing team
- Proven ability to deliver complex projects across multiple teams
- Excellent written and verbal communication skills to communicate security and business risk to a broad range of technical and non-technical audiences, including senior leadership
Preferred Qualifications
- Experience working in e-commerce organizations
- Exceptional ownership and bias for action: willing to move quickly and decisively
- Experience working within fraud, compliance, law enforcement, or intelligence organizations
- High level of integrity and discretion to handle confidential information
- 5+ years of high performance team management
- Experience with threat intel collection and combing through multiple leads or large data to identify top priorities
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

ACRM KYC Risk Evaluation Management (REM) is an AML function that is responsible for conducting a risk evaluation of new and existing clients with certain high-risk attributes. A risk evaluation is a holistic assessment of these high-risk attributes reviewing in conjunction with the client’s KYC Profile to determine whether to on-board or maintain the relationship from an AML perspective. To achieve this goal, a REM analyst needs to be able to understand risk concepts, identify root causes, and analyze complex issues. As such, responsibilities include:
**Responsibilities**:

- Understanding the applicable Global KYC Policies, Standards and Procedures
- Assess various components of the KYC Profile to support the disposition of the client. This may include: Client Information, Ownership Structure, Name Screening Matches, EDD, Product Profile, and Local Requirements.
- Identify and analyze interconnected risks within a KYC Profile
- When necessary, independently investigate risks components to understand context and resolve material issues
- Provide clear, concise, and self-sustaining risk analyses that support the ultimate disposition of each KYC Profile reviewed
- Disposition each KYC Profile in a timely and effective manner
- Escalate AML concerns or any significant suspicious activities to senior management
- Responsibilities may evolve as the program dictates

Qualifications:

- 2+ years of relevant work experience
- Bachelor’s Degree and AML Certification preferred
- Effective verbal and written communication skills
- Ability to critically think and assess complex issues
- Recent working knowledge of AML legislation and regulatory requirements.
- Ability to rapidly comprehend new and complex products.
- Commitment to understanding country-specific principles and business knowledge related to AML regulations.
- Proactive, organized, and ability to work independently with mínimal supervision.
- Must be able to manage and complete multiple tasks on time.
- Understanding appropriate escalation and follow-up methods when potential AML risk is identified.
- Ability to independently refer to policies and procedures and put into context with regards to this role.
- Proficient in English writing/speaking

**Education**:

- Bachelor’s degree / University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
- **Job Family Group**:
Compliance and Control
- **Job Family**:
AML Execution
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

**Why join Stryker?**:
Our total rewards package offering includes bonuses, healthcare, insurance benefits, retirement programs, wellness programs, as well as service and performance awards - not to mention various social and recreational activities, all of which are location specific.

**Know someone at Stryker?**:
**Who we Want**:

- ** Analytical problem solvers. **People who go beyond just fixing to identify root causes, evaluate optimal solutions, and recommend comprehensive upgrades to prevent future issues.
- ** Goal-oriented**:Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.
- ** Collaborative partners.** People who build and leverage cross-functional relationships to bring together ideas, information, use cases, and industry analyses to develop best practices.
- ** Dedicated achievers.** People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.

**What you will do**:
The Cyber Security Sr. Lead Risk analyst is responsible for daily administrative and risk management due diligence and related activities to execute and support Stryker’s Risk management program.
- Ensure that risk assessments are completed on new and existing third-party vendors and other parties engaging Stryker.
- Assist Management as requested on other projects including system support, ad-hoc Internal Audit and other department reporting functions to ensure compliance with Stryker’s policies and procedures.
- Manages 3rd party risk reporting and continuously updates inventory of top risk 3rd party vendors.
- Assist with pulling and maintaining metrics, dashboards, and reports for all operational activities related to Risk Management.
- Assist with periodic audit of high-risk third-party vendors.
- Drive continuous improvement in the cybersecurity assessment process from request intakes, conducting and completion of assessments, establishing controls and gathering evidence of the controls.
- Leverage tools such as ServiceNow, Coupa, BitSight and One Trust to streamline and mature risk assessment activities.
- Interact with business owners to provide insights into third party assessment process, third party risks and consult with both internal business personnel and third-party vendors on findings and remediation planning.
- Conduct research on identified high risk 3rd party vendors to understand any Reputational Risks or Financial vendor risks that could potentially impact Stryker’s reputation.
- Oversee and manage strategic partners allocated to projects for security/privacy assessments and third-party risk.

***What you need**:

- Bachelor’s degree in computer information systems or related area preferred.
- 3+ years’ experience working in a regulated industry (e.g., Life Sciences, Medical Device).
- CISSP, CRISC, CTPRP or other industry certification are a plus.
- Fluent spoken and written English
- Proficient in performing assigned duties at a high level of independence under mínimal supervision.
- Able to thrive in a fast-paced environment.
- Experience interacting with global cross-functional teams.
- Experience in Tools like ServiceNow, BitSight, One Trust.
- Experience working with third-party vendors.
- Exceptional written, verbal and presentation skills to a diverse set of audiences

**About Stryker**:
Stryker is one of the world’s leading medical technology companies and, together with our customers, is driven to make healthcare better.

The company offers innovative products and services in Medical and Surgical, Neurotechnology, Orthopedics, and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 100 million patients annually.

3 year of experience in Reported Abuse, Abuse Prevention OR 2 years of experience in investigations, risk, incident or crisis management.
- Demonstrated experience handling escalations.
- Demonstrated experience driving root cause investigations.
- Demonstrated experience working with cross departmental teams to perform investigations and improve processes.
- Strong communications skills and experience communicating with leaders and partner teams such as legal, PR, and other external teams.
- Ability to think critically with the vision to work both tactically and strategically.
- Ability to function effectively in a dynamic, fast-paced environment.
- Proven ability to bring clarity to ambiguous situation.

Amazon has built a reputation for excellence with recent examples of being named the #1 most trusted company for customers. To deliver on this reputation for trust the Escalation Management and Prevention (EMP) Team is tasked with managing and resolving abuse related escalations that may harm our customers, brands, or selling partners. Our growth requires leaders who move fast, comfortable working with ambiguity, have an entrepreneurial spirit to create new solutions, have an unrelenting tenacity to get things done, and are capable of breaking down and solving complex problems.

As a Risk Manager, you will be responsible for:

- Identifying, containing, and resolving time sensitive and high impact escalations around Infringement and Non-Infringement related violations of Amazon policies.
- Performing incident remediation, to include determining scope, root causes, urgency, and potential impact, to quickly de-escalate and resolve the issues.
- Analyzing escalations from various sources within Amazon and determining possible root causes.
- Tracking and documenting escalations from initial detection through final resolution.
- Serving as a technical expert and liaison to legal personnel and explain escalation details
- Reporting back to senior leaders on actions taken to manage the escalations, including responding to directors and above.
- Working with program/product owners, vendor/catalogue managers and other business partners to resolve complex escalations and implement solutions on new risk vectors.
- Exercise strong judgment in areas where policies are not well defined.
- Operate with a high level of integrity and discretion to handle confidential information
- Understand the implications of new information for both current and future problem-solving and decision-making.
- Consider the relative costs and benefits of potential actions to choose the most appropriate one.
- Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems and recommend the most appropriate course of action.
- Dissect complex problems to develop and evaluate options and implement solutions.
- Analyze existing policy and process gaps, and identify solutions to close them.
- Function effectively in a dynamic, fast-paced environment.
- College degree in a relevant field such as business.
- Experience working with SQL and Microsoft Excel.
- Organized, independent, and autonomous, able to set and meet own deadlines, and prioritize work with mínimal guidance.
- Demonstrated analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases
- Open to working non-standard hours (evenings and weekends) to provide oncall support for high severity events.
- Most investigations will be in the English language, however language skills in Japanese, Arabic, German, Italian, Spanish, French, or other non-English languages are a plus.

**Work Schedule**
Standard (Mon-Fri)
**Environmental Conditions**
Office
**Job Description**
**Are you seeking an outstanding chance to create a significant impact while collaborating with a world-class team? Thermo Fisher Scientific Inc. is in search of an ambitious Sr Customer Service Representative to join our Shared Service Center in Heredia, Costa Rica. This role plays a crucial part in guaranteeing our customers receive seamless support throughout their lifecycle, encompassing invoicing, administration, order management, quotations, and master data.**
**Key Responsibilities:**
**Deliver outstanding customer service experience to our external customers and internal collaborators, following company policies and guidelines closely.**
**Manage complex customer requirements, including blocking issues, and work with partner functions to ensure timely handling of enquiries.**
**Gain expertise in Customer Relationship Management systems and effectively implement standard methodologies.**
**Deliver on daily/weekly/monthly key performance indicator metrics and engage in efficiency initiatives.**
**Play a key role in assignments/projects as required by business expectations.**
**Consistently meet process expectations, showcasing attention to operational details and using computer systems for high data accuracy.**
**Develop and review training materials and contribute to new joiner trainings.**
**Assess individual customer requirements and direct activities to appropriate departments when necessary.**
**Participate in cross training and cross support activities to meet seasonal business requirements.**
**Skills:**
**Demonstrate high integrity and compliance.**
**Display attention to detail and accuracy.**
**Good problem-solving skills and ability to multitask under tight deadlines.**
**Must possess self-motivation, enthusiasm, a positive attitude, and be a great teammate.**
**Strong written and verbal communication skills.**
**Good organizational skills and the ability to prioritize workload effectively.**
**Must demonstrate judgment, diplomacy in dealing with internal and external customers.**
**Ability to work on own initiative and solve system issues.**
**Ability to handle uncertainty and take proactive action with a solution-focused approach.**
**Proficient Microsoft Office user.**
**Experience:**
**A minimum of 2-3 years' customer service experience in an SSC/multinational/office environment.**
**Experience with ERP systems preferred but not essential.**
**Education:**
**Requires a high school diploma. A Bachelor's Degree is preferred but not essential; relevant experience and knowledge will also be considered.**
**Working Conditions:**
**This position requires repetitive typing and regular use of a computer plus multiple displays.**
**Most physical demands are typical of an office environment.**
**We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.**
**Key responsibilities stated here are the minimum required but are not limited to these, always within the Customer Care area of expertise. Join us and be part of a team that shares a common set of values, working together to make the world healthier, cleaner, and safer!**
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

**Work Schedule**
Other
**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 Title: Lead Customer Service
Reports to: Supervisor, Customer Service
Group / Division:
Career Band: 4
Position Location: Heredia, Costa Rica
Number of Direct Reports: 0
Position Summary:
Based at our Shared Service Center in Costa Rica, the Customer Service team are responsible for supporting our clients throughout the lifecycle including invoicing, administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests.
In addition to the above, Lead Customer Service Representatives provide active support to management when required to drive customer loyalty, maximizing business performance and aligning to the overall business objectives.
Key Responsibilities:
- Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of administration, order management, quotations, master data.
- Drive the resolution of complex customer requirements, manage escalations, processing and follow up all relevant requests within the division's guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers' requests or resolve issues to ensure timely handling of enquiries.
- Become expert in Customer Relationship Management systems.
- Adhere to company policies, operational regulations and departmental training guidelines.
- Deliver on promise on daily/weekly/monthly key performance indicator metrics. Proactively engage and drive efficiency and productivity initiatives.
- Take the lead as a single point of contact for technical activities on assignments/projects as required by business expectations.
- Drive and continuously improve processes and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Actively drive and develop and review training materials and contribute to new joiner trainings.
- Develop relevant daily customer service reports.
- Assess individual customer requirements and if required direct activities to appropriate partner departments.
- Act as deputy of Supervisor/Team Leader when required and support the management team with consolidated operational data and service reports.
Skills:
- Demonstrate high integrity and compliance.
- Display stringent attention to detail and accuracy.
- Be able to lead and facilitate meetings, take ownership for actions.
- Must be very approachable, calm, and methodical.
- Good problem-solving skills and ability to multitask under tight deadlines.
- Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player.
- Strong written and verbal communication skills.
- Exceptional organizational skills and the ability to prioritize workload effectively.
- Must demonstrate judgment, diplomacy in dealing with internal and external customers.
- Work on own initiative on daily routine tasks as well as solving system issues.
- Ability to deal with ambiguity, to act without having all details available, have a sense of ownership of roles and responsibilities and ability to see the bigger picture, demonstrate a "can-do" attitude and a proactive solution-focused mindset.
- Competent Microsoft Office user.
Experience:
- A minimum of 3-5 years' customer service experience is required in an SSC/multinational/office environment.
- Experience with ERP systems preferred.
Education:
- Requires a high school diploma. A Bachelor's Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered.
Working Conditions:
- This position requires repetitive typing and regular use of a computer plus multiple displays.
- Most of the other physical demands are typical with those associated with an office environment.
- We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
Key responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

**Work Schedule**
Other
**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 Title: Supervisor, Customer Service
Reports to: Sr. Manager, Customer Service
Group / Division:
Career Band: 6
Position Location: Heredia, Costa Rica
Number of Direct Reports: 10Position Summary:
A position has arisen for a Supervisor in our Customer Service Department, based at our Shared Service Center in Costa Rica. This is an exciting opportunity for a highly motivated self-starter who ideally has some experience leading and driving a team in a fast-moving customer / commercially driven environment. This position offers excellent opportunities for career growth. The fundamental need is to ensure highest working standards are delivered by team members in all aspects of customer service and relations and to provide support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.
Key Responsibilities:
- Lead a team of customer service representatives in the field of complex administration, order management, quotations, master data, invoicing.
- Responsible for the success of the daily operations of the team.
- Drive the resolution of complex customer requirements, manage and follow up escalations, liaising with partner functions.
- Communicate cross functionally as required with Finance, Logistics, Warehouse, Technical Service, Regulatory, Legal, Sales, Marketing and Quality Systems.
- Ensure that the Key Performance Metrics for Customer Services are met
- Support key Customer Service strategies to drive customer loyalty & resulting customer satisfaction score.
- Support Sales to enhance the customer experience by providing appropriate guidance.
- Take the lead and drive key projects to support local/corporate initiatives.
- Identify key improvement opportunities - e.g. system enhancements, processes, tools.
- Utilize system knowledge to provide appropriate guidance on transactional capability.
- Oversee management of customer related data within ERP systems.
- To meet the demands of business capacity and seasonality, it may be necessary to lead cross training and cross support initiatives by partnering other customer service teams.
- Stabilize the Operations Teams to reduce the attrition rate.
- Boost seniority in the respective team with effective 1:1's, coaching and mentoring.
Skills:
- Demonstrated skills in people management & development.
- Experience in supporting efficiency and productivity projects.
- Good written and oral communication skills are essential.
- Must be able to interface effectively with internal & external customers.
- Strong results focus and attention to detail are essential.
- Demonstrated ability with systems is critical, including Outlook, PowerPoint & Excel.
- Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team.
- An ability to handle confidential and/or proprietary information.
- Excellent analytical and presentation skills required.
- Must be task focused with enthusiasm and a flexible approach.
Experience:
- A minimum of 3+ years' customer service leadership experience is required preferably in a shared services environment.
- Experience with ERP systems.
Education:
- Requires a Bachelor's degree from four-year college or university or equivalent work experience.
Working Conditions:
- This position requires repetitive typing and regular use of a computer plus multiple displays.
- Most of the other physical demands are typical with those associated with an office environment.
- We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
Key responsibilities stated in this document are the minimum required but are not limited to these, always within Customer Care area of expertise.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.