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Lead Customer Service Representative

Lead Customer Service Representative

Thermo Fisher ScientificSelangor, Selangor, Malaysia
17 hari lalu
Penerangan pekerjaan
  • Be the primary contact for customers, channel partners, and team members via phone, email, and meetings. Act as an Account Manager by proactively communicating changes or delays and providing alternative options.
  • Respond efficiently to customer inquiries about quotations, orders, product availability, pricing, delivery, billing, returns / replacements, complaints, and documentation (, proof of delivery). Ensure timely preparation of vital documentation to complete order transactions.
  • Collaborate closely with Sales, Supply Chain, and Global Factories to meet customer expectations. Work with Finance on Accounts Receivables (AR) and Accounts Payables (AP) issues and follow up as needed.
  • Be responsible for the Order to Cash process, including order creation, status communication, purchase order processing, payment & LC handling, preparation of shipping documents, and coordination with logistics, distribution, and forwarders on shipments, billing, and invoicing.
  • Achieve Operational Completion targets by meeting Key Performance Indicators (critical metrics) and Service Level Agreements (SLAs).
  • Participate in process improvement initiatives and ensure documentation and order processes stay in sync with corporate guidelines.
  • Work across borders, time zones, and leading a variety of global collaborators.
  • Perform other tasks, duties, and projects as assigned.

    • Who You Are :

    • Passionate about improving Customer Allegiance Scores (CAS).
    • Curious and open to continuous process improvement.
    • A self-starter and quick learner.
    • Positive and sees change as an opportunity.
    • Able to work independently and collaboratively with peers.
    • Efficient multi-tasker in a fast-paced environment.
    • Connects with others openly, persistently, and positively in a professional manner.

      • Qualifications :

    • Diploma in Logistics, Supply Chain, Life Science, or a relevant major.
    • 4 years of experience in a Lead Customer Service role.
    • Customer-focused with excellent phone and email communication skills.
    • Proficient in ERP systems like SAP, E1 (Oracle), and MS Office.
    • Knowledge of international trading.
    • Fluent in both spoken and written English. Additional language skills such as Mandarin, Bahasa Indonesian, Thai, or Vietnamese are a plus.
    • Strong listening and problem-solving skills.

      • Competencies :

    • Ability to operate in a fast-paced, multi-tasking environment.
    • Focuses on and anticipates the needs of external and internal customers.
    • Leads the customer experience and consistently delivers on commitments.
    • Accuracy is important in performing all functions of this position.
    • Enthusiastic self-starter with a positive attitude.
    • Initiative and good organizational skills are valuable for ensuring excellent customer service.
    • Passionately curious and sees things from new angles.
    • Resilient and accepts change, challenges and resolving them.
    • Ability to work independently and cohesively in a team environment.
    Buat amaran kerja untuk carian ini

    Customer Service Representative • Selangor, Selangor, Malaysia