Customer Service Team Lead: CX & Fulfillment Champion

ThermoFisher Scientific; Selangor; On-site; MYR 95,000 - 134,000; Full time

Job summary

Thermo Fisher Scientific in Malaysia (Selangor) is seeking a Southeast Asia Customer Service specialist. You will own day-to-day order fulfillment, provide excellent service to customers and channel partners, and work in a fast-paced matrix environment.

You will be the main contact for customers, ensure timely documentation, coordinate with Sales, Supply Chain and Global Factories, and drive continuous improvement initiatives to enhance the customer experience.

Qualifications

• Diploma in Logistics/Supply Chain/Life Science or relevant major.
• 5 years of experience in Customer Service.
• Proficiency in ERP systems (SAP, E1) and MS Office.
• Fluent in English with additional languages a plus.

Responsibilities

• Main contact window for customers, channel partners, and team members via phone, email, or meetings.
• Provide proactive communication on changes or delays and offer alternatives.
• Respond to inquiries on quotations, orders, product availability, pricing, delivery, and billing.
• Collaborate with Sales, Supply Chain & Global Factories to meet customer expectations.
• Oversee daily Quote-to-Cash activities including orders, returns, debits, and credits.
• Support continuous improvement initiatives to enhance customer experience.

Skills

Customer service

Communication

Multitasking

Problem solving

Attention to detail

Fluent English

Mandarin

Bahasa Indonesia

Thai

Vietnamese

Education

Diploma in Logistics/Supply Chain/Life Science or relevant major

Tools

SAP ERP

E1 (Oracle)

MS Office

Job description

Thermo Fisher Scientific in Malaysia (Selangor) is seeking a Southeast Asia Customer Service specialist. You will own day-to-day order fulfillment, provide excellent service to customers and channel partners, and work in a fast-paced matrix environment.

You will be the main contact for customers, ensure timely documentation, coordinate with Sales, Supply Chain and Global Factories, and drive continuous improvement initiatives to enhance the customer experience.