Lead Customer Service Representative

Thermo Fisher Scientific Inc.; Selangor; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Lead Customer Service Representative to join their dynamic team in Southeast Asia. This role involves taking ownership of order fulfillment and delivering exceptional service to customers and channel partners. You will be the primary contact for inquiries, manage the Order to Cash process, and collaborate with various teams to meet customer expectations. The ideal candidate is passionate about customer service, possesses strong communication skills, and thrives in a fast-paced environment. If you are a proactive individual looking to make a significant impact, this opportunity is perfect for you.

Qualifications

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

Responsibilities

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

Skills

Customer Service

Communication Skills

Multi-tasking

Problem-solving

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

Job Description

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.

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.