Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Location/Division Specific Information
Suseo Office / Cx
How will you make an impact?
Service order processing from quote to invoice including communications to the relevant teams and customers. Reporting to the team leader, and responsible for the day-to-day leading and guiding a CMD SVC ops team providing support to customers & engineers.
What will you do?
• Order fulfillment: Provide service quote to customers for field service work & service parts. Service order processing from order to invoice including communication to the relevant teams and customers. Create service contracts in SAP and bill to customers. Delivery arrangement for service parts, and regular follow up with field service engineers & logistics team. Create C4S(Service platform) cases for field service including technical support
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• Open service order management: Reviews all open service orders, follows up with relevant supply site contacts to ensure on-time shipments. Informs customers and FSEs of product delinquency and proposed recovery dates.
• Responds to customers inquiries: About orders, product availability, pricing, shipping, billing (invoices, debits and credits), documentation (proof of delivery, terms of contracts etc.), marketing promotions and sample requests.
• Handles escalated customer issues: Resolves problems through root-case-analysis of situations and experience to determine best use of approach and resources.
• Achieve data: Ensures compliance to company policies and procedures (References SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes.
• Identifies process gaps and issues: Recommends process improvements and system enhancements for enhanced efficiency and productivity.
• Incoming calls and inquiries management: All incoming calls are answered professionally, with good phone etiquette.
How will you get there?
• Education : Bachelor's Degree (Chemistry or related field is preferred but not required)
• Experience : At least 5 years of experience in customer service or related customer-facing roles.
• Excellent verbal and written communication skills in English and Korean
• Excellent MS Excel skills
• Knowledge of ERP and SAP experience is preferred.
• Ability to multi-task in a fast-paced environment
• Self-motivated and strong desire to reach for greater heights of achievements, and volunteer for new challenges without waiting to be asked.
Benefits:
We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.
EEO
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.