Snr Customer Care Representative

We are currently seeking a dedicated individual to fill the role of South East Asia & Taiwan Customer Care Representative. As part of our team, you will report directly to the Customer Care Supervisor and be responsible for overseeing the day-to-day order fulfillment tasks. Your primary focus will be to provide excellent services to our valued customers and channel partners.

To thrive in this role, you should possess a high level of professionalism and have a customer-centric mindset, always prioritizing our customers needs. Additionally, you should enjoy working in a fast-paced and dynamic environment, where collaboration across various teams is essential.

By joining our team, you will have the opportunity to make a significant impact in ensuring our customers receive exceptional service and support. Your dedication and commitment to delivering excellence will contribute to our overall success.

Key Responsibilities:

• You will be the main contact window for customer, channel partner and team member through phone, email, and or meeting mode of communication. You will act like an Account Management by providing proactive communication on any changes or delays and provide alternate options/solutions.
• You respond optimally and efficiently to customers inquiries, ranging from quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints and other forms of documentation (e.g. proof of delivery, etc). This includes preparation of vital documentation to complete the order transactions in a timely manner.
• You are required to have close interlocks with other functions such as Supply Chain, Warehouse and Logistics to meet Customers expectations, as well as work with Finance on Accounts Receivables (AR), Accounts Payables (AP) issues and follow up where needed.
• You are accountable and responsible to meet Operational Excellence by meeting Key Performance Index and Service Level Agreements.
• You are required to participate in process improvement when needed and ensure documentation and order processes are in line with corporate guidelines and compliance.
• Other tasks, duties and projects may be assigned accordingly.

To excel in this role, our ideal candidate should embody the following traits and values:

Passionate about improving Customer Allegiance Score (CAS) and dedicated to enhancing the customer experience. Curiosity and a willingness to embrace continuous process improvement. Self-starter with a quick learning ability.

Positive mindset that welcomes changes as opportunities for growth.

Capable of working independently while fostering collaboration with peers to achieve common goals. Efficient multitasking skills in a fast-paced environment. Effective and respectful communication, both written and verbal, in a professional manner.

Required and/or preferred qualifications include a Diploma in Logistics/Supply Chain/Life Science or a relevant field. A minimum of 2 years of experience in a Customer Service function. Customer service orientation with excellent phone and email etiquette skills. Proficiency in ERP systems such as Oracle E1, SAP, and MS Office is preferred. Fluency in spoken and written English for effective communication with business associates in SEATW. Strong attentive listening and problem-solving skills.

In addition, the following competencies are crucial for success:

Ability to thrive in a fast-paced, multitasking environment. Focus on anticipating and meeting the needs of both external and internal customers. Takes ownership of the customer experience and consistently delivers on commitments.

Accuracy in performing all job functions. A self-starter with enthusiasm and a positive attitude. Initiative and good organizational skills are highly valuable for providing excellent customer service. Passionate curiosity, challenging assumptions and conventional thinking by exploring new perspectives. Resilience and fearlessness towards change, embracing difficult challenges and finding resolutions. Ability to work independently while fostering a cohesive team environment.

If you possess these traits, qualifications, and competencies, we encourage you to apply for this role. Your enthusiasm and commitment to delivering exceptional customer service will greatly contribute to our success.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.