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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

Position Summary: Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales support functions. Responds to in-bound, routine customer inquiries regarding sales, product information, services, order status, complaints, and other general questions. Updates databases and customer account records.

Key Responsibilities:

  • Check booking document aligned to booking policy.
  • Sales contract negotiation with customers on commercial T&C .
  • Apply to create new customer account, and extend new material in ERP.
  • Create & update sales orders in ERP, while ensure the accuracy of the data input.
  • Closely communicate with customer & sales to understand the order status (Lab / DEP / Payment...) and maintain the information in system.
  • Coordinate with customers on collecting payment & L/C, and notify finance team
  • Send shipping instructions to buyer or warehouse, timely track the shipping date.
  • Coordinate with logistics team to expedite shipment. Provide shipping documents to customer and assist them to solve problem.
  • Billing upon revenue policy, and support finance to complete internal audit.
  • Apply VAT Invoice upon completion of delivery.
  • Timely send installation notice to service team.
  • Tracking A/R collection ASAP
  • 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 promote revenue pacing.
  • Participant or lead CS related projects

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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-01268254-3
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