Customer Service Representative

Thermo Fisher Scientific; Kuala Selangor; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading company in the life sciences sector is seeking a Customer Service professional to manage order fulfillment and provide exceptional service. The ideal candidate will thrive in a fast-paced environment, ensuring customer satisfaction through effective communication and problem-solving skills. Join a dynamic team that values innovation and integrity, offering competitive pay and growth opportunities.

Benefits

Competitive pay

Annual bonuses

Healthcare

Employee benefits

Qualifications

• At least 2 years of experience in Customer Service.
• Fluent in English and Bahasa Melayu; additional languages are a plus.

Responsibilities

• Serve as the main contact for customers and channel partners.
• Manage the Order to Cash process including order creation and logistics coordination.
• Achieve operational excellence by meeting KPIs and Service Level Agreements.

Skills

Customer Service

Communication

Problem-Solving

Education

Diploma in Logistics

Diploma in Supply Chain

Diploma in Life Science

Tools

SAP

E1 (Oracle)

MS Office

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Position Summary:

This role is a Southeast Asia Customer Service position reporting to the Customer Service Supervisor. You will be responsible for managing day-to-day order fulfillment tasks and providing excellent service to our customers and channel partners. The ideal candidate is professional, accountable, customer-centric (with a Customers First mentality), and thrives in a fast-paced, matrixed environment.

Key Responsibilities:

1. Serve as the main contact for customers, channel partners, and team members via phone, email, or meetings. Act as an account manager by providing proactive updates on changes or delays and offering alternative solutions.
2. Respond efficiently to customer inquiries regarding quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and documentation such as proof of delivery, ensuring timely order processing.
3. Coordinate closely with Sales, Supply Chain, Global Factories, and Finance to meet customer expectations and resolve issues related to Accounts Receivable and Payables.
4. Manage the Order to Cash process, including order creation, status updates, purchase order processing, payment handling, shipping documentation, and logistics coordination.
5. Achieve operational excellence by meeting KPIs and Service Level Agreements.
6. Participate in process improvements, ensuring documentation and procedures comply with corporate guidelines and standards.
7. Work comfortably across borders, time zones, and cultures, engaging with global stakeholders.
8. Maintain accurate records of orders, inventory, and shipments.
9. Prepare reports on order status and participate in ad-hoc meetings.

Ideal Candidate Traits and Values:

• Passionate about improving Customer Allegiance Score (CAS)
• Curious and open to continuous process improvement
• Self-starter and quick learner
• Positive attitude towards change
• Ability to work independently and collaboratively
• Efficient multi-tasker in a fast-paced environment
• Effective communication skills in a professional manner

Qualifications:

• Diploma in Logistics, Supply Chain, Life Science, or related field
• At least 2 years of experience in Customer Service
• Excellent phone and email etiquette, customer service orientation
• Proficiency in ERP systems like SAP, E1 (Oracle), and MS Office
• Knowledge of international trading
• Fluent in English and Bahasa Melayu; additional languages such as Mandarin, Indonesian, Thai, Vietnamese are a plus
• Strong listening and problem-solving skills

Core Competencies:

• Ability to operate effectively in a fast-paced, multi-tasking environment
• Focus on customer needs, ownership of the customer experience, and commitment to delivery
• High accuracy in all functions
• Enthusiastic, organized, and proactive
• Curious, questioning assumptions, and innovative thinking
• Resilient, adaptable to change, and solution-oriented

Benefits:

We offer competitive pay, annual bonuses, healthcare, and other employee benefits. Join Thermo Fisher Scientific for a career in an innovative, forward-thinking organization with excellent growth opportunities. Our culture values integrity, involvement, and innovation.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will be considered regardless of race, creed, religion, gender, sexual orientation, gender identity, age, disability, or veteran status.