Senior Customer Service Representative

ThermoFisher Scientific; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading global science company in Singapore is seeking a Customer Service Representative to manage customer inquiries and ensure order fulfillment. The ideal candidate will possess a diploma in Logistics or relevant fields, have 2+ years of customer service experience, and be fluent in English. This role emphasizes collaboration across various teams to provide excellent service and meet operational targets.

Qualifications

• 2+ years of experience in a Customer Service role.
• Fluent in both spoken and written English; additional languages are a plus.
• Proficiency in ERP systems and knowledge of international trading.

Responsibilities

• Serve as the main contact for customers and partners.
• Respond efficiently to customer inquiries about orders and products.
• Manage the Order to Cash process and maintain operational excellence.
• Collaborate across functions to meet customer expectations.

Skills

Customer service-oriented

Excellent phone and email etiquette

Strong listening and problem-solving skills

Multitasking in a fast-paced environment

Education

Diploma in Logistics/Supply Chain/Life Science

Tools

SAP

Oracle E1

MS Office

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

Overview: We are seeking a dedicated Customer Service Representative for our Southeast Asia region. You will report to the Customer Service Manager and be responsible for driving ownership and responsibility for daily order fulfillment tasks, ensuring excellent service for our customers and channel partners. This role requires professionalism, accountability, and a customer-first mentality, thriving in a fast-paced, matrixed environment.

Key Responsibilities:

• Primary Contact: Serve as the main contact for customers, channel partners, and team members through phone, email, and meetings. Act as an account manager by providing proactive communication about any changes or delays and offering alternate solutions.

• Customer Inquiries: Respond efficiently to customer inquiries regarding quotations, orders, product availability, pricing, delivery, billing, returns/replacements, complaints, and documentation (e.g., proof of delivery). Prepare necessary documentation to complete order transactions promptly.

• Cross-Functional Collaboration: Work closely with Sales, Supply Chain, Global Factories, and Finance to meet customer expectations and resolve Accounts Receivables (AR) and Accounts Payables (AP) issues.

• Order to Cash Process: Manage the Order to Cash process, including order creation, status communication, purchase order processing, payment handling, preparation of shipping documents, and coordination with logistics and distribution.

• Operational Excellence: Meet Operational Excellence targets by achieving Key Performance Index and Service Level Agreements. Participate in process improvements and ensure order processes comply with corporate guidelines.

• Global Collaboration: Comfortable working across borders, time zones, and cultures, engaging with a variety of global stakeholders.

• Additional Duties: Perform other tasks, duties, and projects as assigned.

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 changes and opportunities.

• Ability to work independently and collaboratively towards common goals.

• Efficient multi-tasking in a fast-paced environment.

• Open, respectful, and positive communication skills.

Required and Preferred Qualifications:

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

• 2+ years of experience in a Customer Service role.

• Customer service-oriented with excellent phone and email etiquette.

• Proficiency in ERP systems like SAP, Oracle E1, and MS Office.

• Knowledge of international trading.

• Fluent in both spoken and written English; additional language skills (Mandarin, Bahasa Indonesian, Thai, Vietnamese) are a plus.

• Strong listening and problem-solving skills.

Competencies:

• Operates effectively in a fast-paced, multi-tasking environment.

• Anticipates and meets the needs of external and internal customers, consistently delivering on commitments.

• Accuracy in all functions is essential.

• Enthusiastic self-starter with a positive attitude and good organizational skills.

• Passionately curious, questioning assumptions and conventional thinking.

• Resilient and adaptable, enjoying difficult challenges and problem resolution.

• Ability to work independently as well as cohesively in a team environment.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.