Lead Customer Service Representative – Thermo Fisher Scientific in Shah Alam, Selangor

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

About Us

Our mission is to enable our customers to make the world healthier, cleaner and safer. All of our employees share a common set of values – Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by attracting, developing and retaining world-class people who will thrive in our environment and share in our desire to improve people life by enabling our customers to make the world environmentally friendly.

If you share our values and you’re looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific.

For more information, please visit www.thermofisher.com

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, act like an Account Management by providing proactive communication on any changes or delays and provide alternate options/solutions.
• You respond efficiently to customers inquiries, ranging from quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints and other forms of documentation (e.g. proof of delivery, etc).
• You are in charge for driving the Order to Cash process, such as order creation, order status communication, purchase order processing, payment & LC handling, preparation of shipping documents and coordination with logistics, distribution, and forwarders on shipments, billing and invoicing.
• Your role includes working across borders, time zones, and working environment dealing with a variety of global internal & external customers.
• Other tasks, duties and projects may be assigned accordingly.

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

• Self-Starter and quick learner, Multi-task efficiently in a fast-paced environment.
• Positive and greet changes as opportunities.
• Able to collaborate with peers to work towards a common goal.
• Communicate clearly, openly, respectfully and positively in a professional manner.

Required and/or Preferred Qualifications from you:

• Diploma in Logistics/Supply Chain/Life Science or relevant major
• 4+ 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 SAP, E1 (Oracle), & MS Office Preferred.
• International Trading Knowledge
• Fluent in both spoken and written English, additional language skills such as Mandarin, Bahasa Indonesian, Thai, Vietnamese are a plus
• Possess attentive listening and problem-solving skills.

Competencies:

• Demonstrates the ability to operate in a fast paced, multi-tasking environment.
• Focuses and anticipates the needs of external and internal customers. Manage the customer experience and consistently delivers on commitments.
• Accuracy is required in performing all functions of this position.
• Passionately curious. Sees things from new angles, questions assumptions and conventional thinking.
• Resilient and not afraid of changes. Loves taking on difficult challenges and resolving it.