Lead Customer Service Representative at Thermo Fisher Scientific

Tokyo, Japan

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Life SciencesIndustries

Requirements

Proficiency in using E1/SAP for order processing, inventory checks, price/product information inquiries, shipping processing, and document creation
Proficiency in using SFDC for opportunity management, sales quote creation, and sales support
Ability to serve as the starting point for coordination with supply chain departments
Full responsibility for handling orders from receipt to delivery in LSG business
Ownership of assigned order cases/sales follow-up cases
Skills in proactive risk minimization, internal/external communication, and coordination to ensure on-schedule delivery
Capability to collaborate with departments on actions to minimize risks from order backlogs or delivery delays
Ability to provide high-quality, proactive delivery date communications
Timely escalation and rapid problem-solving actions when issues are detected
Competence in root cause analysis, formulation, and implementation of recurrence prevention measures for errors
Problem-solving mindset to identify, visualize, and standardize variable processes/areas for productivity improvement and error reduction
Initiative to drive process improvements and rule establishment for more efficient and accurate operations

Responsibilities

Perform order processing, inventory confirmation, price/product information inquiries, shipping processing, and creation of various documents using E1/SAP
Manage opportunities, create sales quotes, and provide sales support using SFDC
Handle inquiries via phone, email, and FAX
Take ownership of assigned order cases and sales follow-up cases, minimizing risks while ensuring delivery on scheduled dates through internal/external communication and coordination
Proactively implement risk minimization actions in collaboration with departments for order backlogs or delivery delay risks
Conduct proactive and high-quality communications on delivery dates in advance
Escalate issues timely and take rapid problem-solving actions when detected
For errors, investigate root causes, formulate and implement recurrence prevention measures
Identify variable processes/areas, visualize and standardize them to improve productivity and reduce errors
Pursue improvements with a sense of issues, promoting process enhancements and rule development for efficient and accurate operations

Skills

SAP

Salesforce

Order Processing

Inventory Management

Shipping Processing

Sales Quote Creation

Supply Chain Coordination

Customer Service

Risk Management

Process Improvement

Root Cause Analysis

Escalation Management

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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