Lead Customer Service Representative

Thermo Fisher Scientific; Kuala Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

Join a dynamic team as a Lead Customer Service Representative in Southeast Asia, where you will take charge of order fulfillment and provide exceptional service to customers. This role requires a professional who excels in communication and thrives in a collaborative environment. You will manage customer inquiries, collaborate with various departments, and drive process improvements. If you are passionate about customer service and enjoy working in a fast-paced setting, this opportunity is perfect for you. Embrace the chance to make a significant impact in a supportive and innovative workplace.

Qualifications

• 4 years of experience in a Lead Customer Service role.
• Fluent in English; additional languages are a plus.

Responsibilities

• Be the primary contact for customers and channel partners.
• Manage the Order to Cash process and ensure timely documentation.

Skills

Customer Service

Communication Skills

Problem-Solving

Multi-tasking

Process Improvement

Education

Diploma in Logistics

Diploma in Supply Chain

Diploma in Life Science

Tools

ERP systems (SAP, E1)

MS Office

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Join our dynamic team as a Lead Customer Service Representative in Southeast Asia, reporting to the Customer Service Supervisor. You will take ownership of day-to-day order fulfillment tasks and deliver exceptional service to our customers and channel partners. We seek a professional, accountable, and customer-focused individual who thrives in a collaborative environment.

Key Responsibilities:

1. 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.
2. Respond efficiently to customer inquiries about quotations, orders, product availability, pricing, delivery, billing, returns/replacements, complaints, and documentation (e.g., proof of delivery). Ensure timely preparation of vital documentation to complete order transactions.
3. 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.
4. 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.
5. Achieve Operational Completion targets by meeting Key Performance Indicators (critical metrics) and Service Level Agreements (SLAs).
6. Participate in process improvement initiatives and ensure documentation and order processes stay in sync with corporate guidelines.
7. Work across borders, time zones, and lead a variety of global collaborators.
8. Perform other tasks, duties, and projects as assigned.

Who You Are:

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

Qualifications:

1. Diploma in Logistics, Supply Chain, Life Science, or a relevant major.
2. 4 years of experience in a Lead Customer Service role.
3. Customer-focused with excellent phone and email communication skills.
4. Proficient in ERP systems like SAP, E1 (Oracle), and MS Office.
5. Knowledge of international trading.
6. Fluent in both spoken and written English. Additional language skills such as Mandarin, Bahasa Indonesian, Thai, or Vietnamese are a plus.
7. Strong listening and problem-solving skills.

Competencies:

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