Operations Coordinator, Customer Care

Work Schedule

Standard Office Hours (40/wk)

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: Operations, Customer Service

Reports to: Sr Manager, Customer Service

Position Location: Heredia, Costa Rica

Position Summary:

A position has arisen for an Operations Coordinator in our Customer Service Department, based at our Shared Service Center in Costa Rica. In this position, you will have both Laboratory Plastics and Laboratory Equipment responsibilities to coordinate revenue generating activities, such as:

Experience:

• A minimum of 3+ years’ customer service in finance or financial operations 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.

Key Responsibilities:

• Oversee daily backlog reporting and prioritization to support revenue targets.
• Identify and remove order holds related to inventory, credit, pricing, documentation, or system issues.
• Partner with Customer Service, Planning, Manufacturing, Logistics, and Finance to expedite shipment of revenue-critical orders.
• Monitor blocked order trends and implement corrective action plans.
• Act as liaison between Commercial, Supply Chain, Operations, and Finance teams.
• Participate in regular backlog review meetings with key stakeholders.
• Analyze backlog data to identify systemic constraints and process gaps.
• Contribute to continuous improvement initiatives to streamline order flow.
• Maintain dashboards tracking backlog aging, blocked order reasons, and revenue impact.
• Lead end-of-month and end-of-quarter revenue acceleration efforts.
• Ensure compliance with company policies and audit requirements.

Skills:

• Exhibit excellent communication and interpersonal skills.
• Capable to thrive in a fast-paced environment while maintaining a positive demeanor.
• Demonstrate judgment, tact and diplomacy in dealing with internal and external customers, as well as the ability to handle confidential and/or proprietary information.
• Ability to work independently.
• Demonstrate the ability to identify and tackle problems, and to multi-task.
• Willingness to serve in various teams according to business needs.
• Experience in multiple ERP systems highly preferred.
• Advanced skilled in Microsoft Excel and/or PowerBi.

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.