Customer Service Representative at Thermo Fisher Scientific

Taipei, Taiwan

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Life Sciences, HealthcareIndustries

Requirements

Minimum 2 years of experience in order management role
Strong customer service orientation with excellent phone and email communication skills
Proficiency in ERP systems (Oracle E1 or SAP) and MS Office applications
Strong listening and problem-solving abilities
Curious, open to learning, and committed to continuous improvement
Proactive self-starter and quick learner
Positive attitude and adaptability toward change
Able to work independently and collaboratively toward common goals
Efficient multi-tasker who thrives in a dynamic, fast-paced environment
Communicates clearly, respectfully, and professionally with others

Responsibilities

Serve as the primary point of contact for customers, channel partners, and internal teams via phone, email, or meetings
Act as an account manager by providing proactive updates on any changes or delays and offering alternative solutions when needed
Respond promptly and effectively to customer inquiries, including quotations, orders, product availability, pricing, delivery, billing, returns/replacements, complaints, and other documentation requests (e.g., proof of delivery)
Prepare and process all necessary documentation to ensure timely and accurate order completion
Collaborate closely with cross-functional teams such as Supply Chain, Warehouse, and Logistics to meet customer expectations
Coordinate with Finance on Accounts Receivable (AR) and Accounts Payable (AP) matters when required
Achieve operational excellence by meeting Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
Ensure all order and documentation processes follow corporate policies and regulatory requirements
Prepare regular reports and analyses
Participate in process improvement initiatives to enhance efficiency and customer satisfaction
Perform other duties, projects, or assignments as required

Skills

Key technologies and capabilities for this role

Customer ServiceOrder FulfillmentAccount ManagementQuotationsBillingSupply Chain CoordinationAccounts ReceivableAccounts PayableKPI ManagementSLA ComplianceProcess ImprovementDocumentation ProcessingMultitasking

Questions & Answers

Common questions about this position

What experience is required for this Customer Service Representative role?

Minimum 2 years of experience in an order management role is required, along with strong customer service orientation and excellent phone and email communication skills.

What technical skills are needed for this position?

Proficiency in ERP systems such as Oracle E1 or SAP, and MS Office applications is required, plus strong listening and problem-solving abilities.

Is this a remote position or does it require office work?

This is an office-based role with standard Monday-Friday schedule and office environmental conditions.

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

The role thrives in a fast-paced, matrixed, dynamic environment where you collaborate with cross-functional teams and handle day-to-day order fulfillment.

What makes a strong candidate for this Customer Service Representative position?

Ideal candidates are curious, proactive self-starters with a positive attitude, adaptability, ability to multitask independently and collaboratively, and commitment to continuous improvement.

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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