Customer Service Representative at Thermo Fisher Scientific

Selangor, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Life SciencesIndustries

Requirements

Diploma in Logistics/Supply Chain/Life Science or relevant major
2+ years of experience in Customer Service function
Customer service oriented
Excellent phone and email etiquette skills
Proficiency in (details missing)
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
Multi-task efficiently in a fast-paced environment
Communicate with others openly, respectfully, and positively in a professional manner

Responsibilities

Be the main contact window for customer, channel partner and team member through phone, email, and or meeting mode of communication
Act as an Account Management by providing proactive communication on any changes or delays and provide alternate options/solutions
Respond optimally and efficiently to customer inquiries, ranging from quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints and other forms of documentation (e.g. proof of delivery, etc.)
Prepare vital documentation to complete the order transactions in a timely manner
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
Drive 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
Meet Operational Excellence targets by meeting Key Performance Index and Service Level Agreements
Participate in process improvement when needed and ensure documentation and order processes are in line with corporate guidelines and compliance
Comfortable working across borders, time zones, and cultures, dealing with a variety of global stakeholders
Accountable to maintain accurate records of orders, inventory, and shipments
Prepare reports on order status / ad-hoc meeting

Skills

Key technologies and capabilities for this role

Customer ServiceOrder FulfillmentAccount ManagementQuotation ProcessingBillingInvoicingAccounts ReceivableAccounts PayableSupply Chain CoordinationLogistics CoordinationPurchase Order ProcessingShipping DocumentationProcess ImprovementKPI ManagementSLA Compliance

Questions & Answers

Common questions about this position

Is this customer service role remote?

Yes, this is a remote position.

What is the salary for this position?

This information is not specified in the job description.

What skills are required for this customer service representative role?

Required skills include being customer service oriented, having excellent phone and email etiquette skills, along with a diploma in Logistics/Supply Chain/Life Science or relevant major and 2+ years of experience in customer service.

What is the work environment like at Thermo Fisher Scientific for this role?

The role involves working in a fast-paced matrixed environment, collaborating across borders, time zones, and cultures with global stakeholders.

What makes a strong candidate for this customer service position?

Ideal candidates are self-starters, quick learners who are positive, customer-centric, able to multitask in a fast-paced environment, and passionate about process improvement and customer allegiance.

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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