Senior Customer Service Representative at Thermo Fisher Scientific

Singapore

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Scientific ResearchIndustries

Requirements

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
Comfortable working across borders, time zones, and cultures, dealing with a variety of global stakeholders

Responsibilities

Act as the main contact window for customers, channel partners, and team members through phone, email, and/or meetings
Provide proactive communication on changes or delays and offer alternate options/solutions, acting like an Account Manager
Respond optimally and efficiently to customer inquiries on quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints, and documentation (e.g., proof of delivery)
Prepare vital documentation to complete order transactions in a timely manner
Collaborate closely with Sales, Supply Chain, Global Factories to meet customer expectations, and work with Finance on Accounts Receivables (AR) and Accounts Payables (AP) issues
Drive the Order to Cash process, including 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 achieving Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
Participate in process improvements and ensure documentation and order processes align with corporate guidelines and compliance
Handle other tasks, duties, and projects as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceOrder FulfillmentAccount ManagementOrder to CashQuotation ProcessingBillingInvoicingSupply Chain CoordinationAccounts ReceivableAccounts PayableShipping DocumentationLogistics CoordinationKPI ManagementProcess Improvement

Questions & Answers

Common questions about this position

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

This is an office-based role with standard Monday-Friday hours.

What salary or compensation is offered for this Senior Customer Service Representative role?

This information is not specified in the job description.

What key skills are required for this position?

Key skills include strong communication via phone, email, and meetings; proactive account management with problem-solving; multi-tasking in a fast-paced environment; cross-functional collaboration with sales, supply chain, and finance; and comfort working across borders, time zones, and cultures.

What is the company culture like for this role?

The culture is dynamic, fast-paced, and focused on operational excellence, continuous process improvement, collaboration, and making a strong impact while supporting customers globally.

What traits make an ideal candidate for this role?

Ideal candidates are passionate about customer service, self-starters who are quick learners, positive about change, able to work independently and collaboratively, and skilled at multi-tasking professionally.

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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