Customer Service Representative (Hong Kong)

Oxoid Remel Microbiology; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Job summary

Oxoid Remel Microbiology in Hong Kong is seeking a Customer Service Representative to manage the end-to-end order-to-cash process, coordinating with Sales, Finance, Supply Chain and Logistics to deliver a seamless customer experience.

This role requires strong English and Cantonese, ERP experience, accuracy and collaboration across functions in a fast-paced, international setting, with exposure to microbiology products.

Qualifications

• 3–5 years of relevant experience in customer service, operations or order management.
• Experience with ERP systems and handling customer data.
• Experience in life sciences, healthcare, diagnostics or international B2B environments is advantageous.
• Strong written and spoken English; Cantonese desired for Hong Kong market.

Responsibilities

• Manage orders through the end-to-end order-to-cash cycle with accuracy and compliance.
• Review bookings and order docs for alignment with policies.
• Create and update customer accounts and materials in the ERP system.
• Coordinate with Sales to manage order status, payment requirements and fulfilment.

Skills

Order management

Customer operations

Cross-functional collaboration

Attention to detail

Data reporting

English & Cantonese communication

Tools

ERP systems

Microsoft Office

Job description

Customer Service Representative (Hong Kong)

About the Company

Join Oxoid Remel Microbiology, a specialist microbiology business acquired from Thermo Fisher Scientific, and become part of an exciting organisation supporting customers across the microbiology, laboratory and life sciences markets.

Oxoid and Remel are established names in microbiology, with products and solutions supporting laboratories across healthcare, pharmaceutical, food safety, industrial, research and other critical applications.

About the Role

We are looking for an experienced and highly professional Customer Service Representative to join our team in Hong Kong.

This is more than a traditional customer service position. You will play a key role in the end-to-end customer and order journey, connecting our customers with Sales, Finance, Supply Chain, Logistics, Warehouse and other business functions to deliver a seamless and professional customer experience.
For someone who enjoys working in a fast-paced, international and highly collaborative environment, this is an excellent opportunity to build valuable commercial operations experience while developing specialist knowledge within the microbiology industry.
As a Customer Service Representative, you will take ownership of key activities across the order-to-cash (O2C) process - from customer and order setup through fulfilment, shipment, invoicing, payment collection and after-sales support.
You will be a key point of contact for customers and internal stakeholders, ensuring orders are processed accurately, customer requirements are clearly understood, potential issues are identified early and queries are resolved professionally and efficiently.

Success in this role requires a strong combination of customer focus, attention to detail, commercial awareness and cross-functional collaboration.

What You'll Do

• Manage customer orders throughout the end-to-end order-to-cash cycle, ensuring accuracy, compliance and timely execution.
• Review booking and order documentation to ensure alignment with applicable commercial and booking policies.
• Coordinate the creation of new customer accounts and extension of new materials within the ERP system.
• Create, maintain and update sales orders in ERP with a high degree of accuracy and data integrity.
• Partner closely with customers and Sales to understand and proactively manage order status, payment requirements and fulfilment readiness.
• Maintain accurate and up-to-date customer and order information across relevant business systems.
• Coordinate with customers regarding payment collection and keep Finance informed of payment and accounts receivable status.
• Provide shipping instructions to relevant purchasing and warehouse teams and proactively track shipment schedules.
• Work closely with Logistics and Supply Chain teams to facilitate and, where necessary, expedite customer shipments.
• Provide customers with relevant shipping and trade documentation and assist in resolving delivery, logistics and documentation issues.
• Complete billing activities in accordance with applicable revenue policies and support Finance with internal control and audit requirements.
• Coordinate applicable invoicing and documentation following successful delivery.
• Manage product returns and replacements and support the professional resolution of customer complaints.
• Proactively monitor and follow up on accounts receivable (A/R) to support timely collection.
• Maintain strong communication across Sales, Finance, Supply Chain, Logistics, Warehouse and other functions to ensure a smooth customer and order experience.
• Prepare and maintain relevant operational and commercial reports, providing analysis where required.
• Identify opportunities to simplify processes, improve service levels and enhance operational efficiency.
• Contribute actively to continuous improvement initiatives across customer service and order management.

What We're Looking For

Experience & Knowledge

• 3-5 years of relevant experience in customer service, customer operations, order management, sales operations or a related commercial support function.
• Experience within life sciences, healthcare, diagnostics, pharmaceutical, laboratory products, industrial or another international B2B environment would be advantageous.
• Hands-on experience working with ERP systems, including sales order and customer data management.
• Good understanding of international trade, import/export, logistics, warehousing and order fulfilment processes.
• Strong proficiency in Microsoft Office and confidence working with business data and reporting.
• Practical experience contributing to process improvement or continuous improvement initiatives.
• Experience working within a multinational or international organisation is highly desirable.
• Previous exposure to microbiology, life sciences or laboratory products is an advantage, but not essential.

Skills & Capabilities

• Strong written and spoken English is essential.
• Strong Cantonese communication skills are highly desirable for supporting the Hong Kong market; Mandarin capability would be an additional advantage.
• Excellent customer communication and relationship-management skills.
• Strong ability to collaborate and influence across different functions and stakeholder groups.
• A highly professional, responsive and customer-focused approach.
• Strong sense of ownership and accountability, with the ability to follow issues through to resolution.
• Excellent attention to detail and commitment to maintaining accurate customer and commercial data.
• Strong analytical and logical-thinking capability.
• Confident problem-solving skills and the ability to manage competing priorities.
• Good commercial awareness and ability to identify and manage operational risks.
• Comfortable working in a dynamic, international and fast-moving business environment.
• Proactive mindset with a genuine interest in improving processes and customer experience.

Why Join Us

This is an exciting opportunity to join a specialist business with a strong heritage in microbiology and laboratory solutions, while developing your career in an internationally connected environment.

You will have the opportunity to:

• Build specialist expertise within the microbiology and life sciences industry.
• Work with established microbiology product brands serving customers in critical laboratory environments.
• Gain broad exposure across customer service, commercial operations, supply chain, logistics, finance and international trade.
• Work closely with customers and colleagues across functions and geographies.
• Develop valuable expertise in ERP, order-to-cash, customer operations and cross-border fulfilment.
• Take genuine ownership of customer outcomes rather than simply processing transactions.
• Contribute ideas and improvements that make our customer experience and operations better.
• Build your career within an international, collaborative and commercially focused environment.

We are looking for someone who combines excellent customer service with strong operational discipline — a professional who enjoys solving problems, coordinating across teams and making sure customers receive the high-quality service they expect.

More about us…

This is an exciting time to join us as we continue to build on more than 100 years of microbiology excellence. With a broad portfolio of instruments, services, and global resources, we’re steadfast in our commitment to helping you succeed. Together, we can cultivate a thriving microbiology culture that supports you today, tomorrow, and for life.

Come and be part of what's next for our company.

Come and be part of what's next for our company!