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Senior Customer Service Representative

AT Thermo Fisher Scientific
Thermo Fisher Scientific

Senior Customer Service Representative

Shanghai, China

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

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Key Responsibilities:

  • Closely communicate with customer & sales to understand the order special requests (LOT / Price/ Address/Invoice...) and maintain the information in system.
  • Billing upon revenue policy, and support finance to complete internal audit.
  • Keep efficient communication with relevant departments to ensure a total smooth order-to-cash flow.
  • Capable to maintain and make relevant business reports and provide analysis upon request to drive improving actions.
  • Prepare CS reports, provide insights through data analysis, and drive continuous improvement to improve CS related performance.
  • Has deep understanding of business mode, could drive actions to raise INC related WEB or E1/SAP system issues and work with IT to resolve them.
  • Participant or lead CS or E-marketing related projects
  • Maintain SOP, provide training, guidance, and coaching to new member and making sure new member is working with the same direction of the team
  • Internal/External customer complaint handling from root cause finding by case investigation until conclusion and improvement plan distribution.

Qualifications:

Knowledge or Experience:

  • At least 5 years of customer service relevant experience
  • Office software
  • International trading knowledge
  • ERP system knowledge & Operation
  • Warehouse and logistic knowledge
  • Practical process improvement or continues improvement relevant experience

Capability:

  • Oral & Written English
  • Excellent Communication skill
  • Good Influence with strong cross-function collaboration
  • Strong logical thinking, good at data analysis
  • Risk management capability
  • Problem solving
  • Project management (e.g. process optimization etc.)

Client-provided location(s): Shanghai, China
Job ID: ThermoFisher-R-01284772-1
Employment Type: Full Time

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • HSA With Employer Contribution
    • Mental Health Benefits
    • Fitness Subsidies
  • Parental Benefits

    • Adoption Leave
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Flexible Work Hours
    • Hybrid Work Opportunities
    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Financial Counseling
    • Performance Bonus
  • Professional Development

    • Tuition Reimbursement
    • Access to Online Courses
    • Internship Program
    • Mentor Program
  • Diversity and Inclusion

    • Employee Resource Groups (ERG)
    • Diversity, Equity, and Inclusion Program