Job Description

Work Schedule Standard (Mon-Fri)Environmental Conditions OfficeThermo Fisher Scientific is the world leader in serving science, with revenues of $40 billion. We help our customers accelerate life sciences research, address sophisticated analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our best-in-class brands, we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.Position summaryThis role is part of the South East Asia & Taiwan Customer Care team and you will report to the Supervisor Customer Care of a division. You will drive ownership and responsibility for the day-to-day order fulfilment tasks and provide Excellent Services to our Customers and Channel Partners. You are professional, Customer centric (Customers First mentality) and enjoy working in a fast paced matrixed environment.Key responsibilities

• You will be the main contact window for customer, channel partner and team member through phone, email, and or meeting mode of communication. You will act like an Account Management salesperson by providing proactive communication on any changes or delays and provide alternate options/solutions.
• You respond reliably and efficiently to customers inquiries, ranging from orders, product availability, pricing, delivery, billing and other forms of documentation (e.g. proof of delivery, etc). This includes preparation of vital documentation to complete the order transactions in a timely manner.
• You are required to have close interlocks with other functions such as Supply Chain, Warehouse and Logistics to meet Customer\'s expectations, as well as work with Finance on Accounts Receivables (AR), Accounts Payables (AP) issues and follow up where needed.
• You are accountable and responsible to meet Operational Excellence by meeting Key Performance Index and Service Level Agreements.
• You are required to participate in process improvement when needed and ensure documentation and order processes are in line with corporate guidelines and compliance.
• Other tasks, duties and projects may be assigned accordingly.

Our ideal candidate embodies the following traits and values to be successful in the role:

• Passionate about improving Customer Allegiance Score (CAS).
• Curious and accept continuous process improvement.
• Self Starter and quick learner.
• Positive and greet changes as opportunities.
• Able to work independently, as well as collaborate with peers to work towards a common goal.
• Multi-task efficiently in a fast paced environment.
• Communicate openly, respectfully and positively in a professional manner.

Requirements:

• Diploma in Logistics/Supply Chain/Life Science or relevant
• 3+ years of experience in Customer Service function.
• Candidate to be customer service oriented and excellence in phone and email etiquette skills.
• Proficiency in ERP like Oracle E1, SAP & MS Office preferred.
• Proficient in both spoken and written English to connect with business associates in SEATW
• Possess attentive listening and problem-solving skills.

Thermo Fisher Scientific