Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

When you're part of the team at Thermo Fisher Scientific, you'll do important work. Surrounded by collaborative colleagues, you'll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an outstanding strategy for the near term and beyond. Take your place on our strong team, and help us make meaningful contributions to the world.

How will you make an impact?

The Customer Service Representative will offer excellent customer service to both internal and external customers. This will help achieve business goals and objectives, such as accurate bookings, shipment execution, and timely delivery with necessary documentation.

• Process and handle order processing transactions accurately and in a timely manner from order entry to delivery dedication to customers.
• Perform order management activities: order entry, price validation, order clearing aligned with company's policies, prepare shipping documentations, LC documentations, invoices, etc.
• Resolve customer issues by investigating the root causes of situations, and apply the most suitable approach and resources.
• Manage accounts and backlogs, proactively communicate changes/delays, and suggest alternative options whenever possible to mitigate critical issues due to shipping delays.
• Liaise with manufacturing facilities and 3rd party vendors in the USA, Europe, and APAC to meet customer expectations on lead-time and delivery arrangements.
• Work closely with Accounting/Finance on all credit-related, accounts receivables (AR), accounts payables (AP) issues, and follow up when needed.
• Identify key improvement opportunities in systems, processes, tools and participate in order management process improvement projects when needed.
• Take ownership of customer requirements efficiently and professionally as per the service level agreement.
• Ensure all documentation and order processes are strictly in line with corporate guidelines without violating compliance.
• Prepare regular reports.
• Perform ad-hoc duties/projects as assigned.

• Bachelor's Degree in BA/BS or Logistics/Supply Chain or equivalent.
• Customer-centric with a strong emphasis on details, exceptional problem-solving capabilities, and excellent organizational skills.
• Excellent phone and email etiquette skills and the ability to handle difficult customers.
• Able to multi-task under deadlines and work on complex issues in a fast-paced environment.
• Demonstrate good knowledge in SAP & MS Office.
• Sound knowledge in logistics, incoterms, freight management, and LC documentations.
• Good command of English & Chinese, with excellent leadership, communication, and interpersonal skills.