Senior Customer Service Rep

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an outstanding strategy for the near term and beyond. Take your place on our strong team, and help us make meaningful contributions to the world.

Senior Customer Service Representative

What you will do:

Oversee daily operations of Customer Service & Order Fulfillment process :

• Responsible for the development and implementation of new processes and procedures for effective and efficient team operations.
• Perform order management activities: order entry, price validation, order clearing aligned with company’s policies, prepare vital shipping documentations, LC documentations, invoices etc.
• Manage escalations, resolves customer's issue through root-case-analysis of situations, embrace the best use of approach and resources.
• Liaison within all key stakeholder eg : Business, Finance, Factory, Vendors to work on customer issue & solution.
• Lead all aspects of the customer orders/processes; fulfillment, shipping by communicating with customers  & stakeholders at all levels appropriately and professionally; build close working relationships with all parties.
• Account & backlogs management, proactively communicate changes/delays and suggest alternative option whenever possible to mitigate critical issue due to shipping delays.
• Identify key improvement opportunities ie. systems, processes, tools and participate in order management process improvement project when needed.
• Take ownership of customer requirements, efficiently and professionally as per the service level agreement.
• Train /present to other stakeholders/team members on relevant initiatives/strategies.
• Ensure all documentation and order processes are in line with corporate guidelines without violating compliance.
• Prepare quality reports on a regular and timely basis.
• Perform ad-hoc duties and or projects as assigned.

Who we are looking for:

Qualifications :

• Bachelor’s Degree in BA/BS or Logistics/Supply Chain or equivalent.
• You are service oriented, attention to details, outstanding problem-solving and organization skills with excellent phone, email etiquette skills and able to handle difficult customers.
• Able to multi-task under deadlines, work on complex issue in a fast-paced environment.
• Demonstrate good knowledge in SAP & MS Office.
• Sound knowledge in logistics, incoterms, freight management and LC documentations.
• Good command of English & Chinese, excellent leadership, ability to inspire changes and engage with team members.

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, tackle sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.