Lead Customer Service

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 Lead Customer Service will provide high level customer service to internal and external customers to achieve business goals and objectives which include accurate bookings, shipment execution and timely delivery with required quality documentation.

Our ideal candidate will be a teammate, meticulous, customer oriented, an advocate for Thermo Fisher Scientific, and be eager to drive improvement on a daily basis.

What you will do:

Responsible for daily operations of Customer Service & Order Fulfillment process:

• Perform order management activities: order entry, price validation, order clearing aligned with company’s policies, prepare shipping documentations, LC documentations, invoices etc.
• Account & backlogs management: Proactively communicate changes/delays and suggest alternative options whenever possible to mitigate critical issues due to shipping delays.
• Resolve customer issues: Through root-cause analysis and propose solutions.
• Liaison with all key business partners: Business, Finance, Factory, Vendors to work on customer issues & solutions.
• Lead all aspects of customer orders and processes: Including fulfillment and shipping, while maintaining professional communication with customers and a close working relationship with business partners.
• Responsible for the development and implementation: Of new processes and procedures for effective and efficient team operations.
• Identify key improvement opportunities: In systems, processes, tools and participate in order management process improvement projects when needed.
• Train / present to other stakeholders/team members: On relevant initiatives/strategies.
• Ensure all documentation and order processes: Are in line with corporate guidelines without violating compliance.
• Reports preparation: On a regular basis.
• Perform ad-hoc duties/projects: As assigned.

Who we are looking for:

Qualifications:

Bachelor’s Degree in BA/BS or Logistics/Supply Chain.

You are service oriented, detail-oriented, with outstanding problem-solving and organizational skills, excellent phone and email etiquette, and able to handle difficult customers.

Able to multi-task under tight timelines 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 skills and the ability to lead change and engage with team members.

About Thermo Fisher Scientific:

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. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation, and Involvement - working together to accelerate research, tackle sophisticated scientific challenges, drive technological innovation, and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.