Customer Service Representative

Job Description :

Work Schedule

Environmental Conditions

Join Thermo Fisher Scientific Inc. as a Senior Customer Service Representative and support our mission to help customers make the world healthier, cleaner, and safer. This role lets you take ownership of daily order fulfillment tasks. You will provide outstanding service to our customers and channel partners. Be part of a dynamic and fast-paced environment where you can make a strong impact!

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 by providing proactive communication on any changes or delays and provide alternate options/solutions.
• You respond optimally and 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). 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 Sales, Supply Chain & Global Factories 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 for driving the Order to Cash process, including processes 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
• You are accountable and responsible to meet Operational Excellence targets 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.
• You are comfortable working across borders, time zones, and cultures, dealing with a variety of global stakeholders
• 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.
• Connect with others openly, respectfully and positively in a professional manner.