Customer Service Representative at Thermo Fisher Scientific

Taipei, Taiwan

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Life SciencesIndustries

Requirements

Bachelor’s degree or diploma in Supply Chain, Life Sciences, or related fields
Minimum 2+ years’ experience in Customer Service or related function
Strong customer service orientation with excellent phone and email etiquette
Proficiency in ERP systems (Oracle E1, SAP) and MS Office preferred
Proficient in spoken and written English, with ability to communicate effectively across SEATW
Strong problem-solving, attentive listening, and account management skills
Experience in Key Account Management is an advantage

Responsibilities

Act as the primary point of contact for all customer queries, encompassing quotations, orders, pricing, product availability, deliveries, billing, returns, complaints, and documentation (e.g., proof of delivery)
Build and maintain strong customer and partner relationships through proactive communication, regular meetings, and conference calls
Anticipate and communicate changes or delays, providing alternatives to minimize customer impact and mitigate critical issues
Implement and manage accurate, timely order processing from entry to delivery dedication
Coordinate with internal teams to fulfill customer requests for quotations and orders
Be responsible for account and backlog management, ensuring timely revenue recognition
Collaborate with Supply Chain, Logistics, Manufacturing facilities, and third-party vendors across USA, Europe, and APAC to ensure timely pickups, deliveries, and returns/replacements
Partner with Sales to monitor large accounts (e.g., Taiwan key customers) and ensure service excellence
Generate reports consistently, monitor important metrics, and adhere to corporate guidelines and SLAs
Ensure documentation and processes align with corporate policies and compliance standards
Collaborate with internal processing teams for complete quote-to-cash cycle management
Contribute to process improvement initiatives, operational reporting, and system improvements
Resolve user problems efficiently by collaborating with team members for quick resolutions
Participate actively in internal/external meetings and support projects as assigned

Skills

Customer Service

Account Management

Order Processing

Quotation Management

Supply Chain Coordination

Logistics

Vendor Management

Billing

Returns Processing

Reporting

Metrics Monitoring

SLA Management

Process Improvement

Quote-to-Cash

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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