Job Description

Position Objective
In Thermo Fisher Scientific, customers are at the center of everything we do. In this role,
your primary focus is to improve customer experience, drive process efficiencies and
consistency in delivering excellent customer service to our external customers, channel
partners and stakeholders across our business divisions. You are always professional,
and capable of thriving under pressure, in a fast-paced team environment. At all times,
you place our Customers First.
Key Responsibilities

• Lead and motivate the Customer Service and Sales Support teams in SEA & Taiwan.
• Oversee daily QTC (quote-to-cash) end-to-end operations, and ensure we meet our

service level agreement. Review dashboard and targets to achieve.

• Instills a customer-focused culture that promotes and drives Customer Loyalty (as

measured by Customer Allegiance Score, CAS) through the delivery of market leading
customer experience. Make joint customer visits with sales team where necessary to
solicit VoC (voice of customers) and grow business relationships with customers.

• Plan, prioritize and direct work flow and project assignments within team.
• Set short-term and long-term team goals. Formulate strategy to achieve and track

results. Drive and monitor efficiency and productivity to ensure that service standards
and key performance indexes (KPIs) are met.

• Be a trusted partner and advisor to other functions (i.e. sales, marketing, accounting,

etc.) and build strong relationships with the functional leaders. Understand the business
strategy of the business divisions and how we can contribute to organic growth.

• Take ownership of escalated customer issues, conducting root-case-analysis of

situations and experience to determine best use of approach and resources, and follow
through to resolution within established escalation turnaround time of 24 hours.

• Support employee career development, identify training opportunities, and perform

performance reviews. Identify key contributors, top performers and develop talent for
succession planning.

• Foster teamwork and cultivate a safe environment which establish trust and encourage

open communication.
Apply Practical Process Improvement (PPI) methodologies and lead continuous
improvement initiatives within team in pursuit of excellence. Identify process gaps and
issues, recommend improvements and system enhancements for greater efficiency and
productivity.

• Be an active and effective Change Agent, who leads by example with positive attitude

and professionalism. Motivate the team to embrace changes through change
management.

• Be a CAS (Customer Allegiance Score) ambassador for creating positive customer

experiences. Make joint customer visits with sales team where necessary to solicit VoC
(voice of customers) and grow business relationships with customers. Review CAS data,
initiate customer contact to investigate complaints/appreciate positive feedback and
facilitate required changes to drive CAS improvement. Provide regular internal
communications on Customer Experience initiatives, status and calls to action.

• Develop customer service level agreement, procedures, policies and standards.
• Ensure compliance to company policies and procedures (References SOPs, WINs, and

approval processes) accurately and a good record of documentation maintained for audit
purposes.

• Lead and/or participate in cross-divisional/company-wide customer experience initiatives

to scope and design standardized business processes.

• Conduct team meetings, and one-on-one with direct reports.
• Hiring and onboarding of new employees.

Qualifications:

• A bachelor's degree in Life Science/Business/Supply Chain disciplines.
• At least 10 years of cross-functional Customer Service/Customer Care experience, with

5 years of supervisory leadership. Proven track record of process and performance
improvement.

• Strong analytical and problem-solving skills.
• Able to work in highly-matrixed organization and manage stress well.
• Strong organizational and multi-tasking skills.
• Excellent interpersonal skills with proven ability to work across all levels and functions.
• Good written and verbal communication skills in English and Chinese/Mandarin. Any

additional languages will be an added advantage.

• Knowledge of Oracle Enterprise One (E1) or SAP will be an added advantage.

Leadership competencies:

• Customers First, Always. Owns the customers.
• Commercial Acumen. Understands the role and contribution of Customer Care in the

commercial go-to-market strategy. Recognizes the impact of recruiting and retaining customers and how the lifetime value of each customer is the most important driver of
long-term success.

• Market Savvy. Keenly aware of markets, trends and competitors. Good idea of how the

company fits within the competitive landscape.

• Drive for Results. Executes plans and meets short and long-term objectives. Drives

metrics and key performance indicators.

• Decisive. Understands the economic impact of decisions on the customer and

company. Able to move projects and team forward in ambiguous situations. Acts
promptly to resolve pressing problems.

• Proactive. Generates ideas for improvement and follows up with action. Takes initiative.
• User-Centered Innovation. Passionate, Curious & Inquisitive. Approaches problems

from a customer perspective. Develops solutions with sustainable and scalable
results. Innovation-minded.

• Strategic Thought Leadership. Future-oriented. Thinks in terms of the big picture and

sees how all pieces fit together.

• Colleague Collaboration. Communicates openly and positively. Works with others

toward a common goal. Values diversity. Creatively cross pollinates ideas from a
diversity of colleagues.

• Manages Change. Greets changes as opportunities. Drives change effectively. Sustains

high energy and a positive attitude in the face of challenges.

• Integrity. Honor commitments, communicates openly and demonstrates the highest

ethical standards. Authentic and leads by example.

• Inspirational. Brings out the best in team.
• Relationship Building. Collaborates well with others. Builds effective business

relationships.