Senior Customer Support Executive

Work Schedule

Environmental Conditions

Job Description

Position Summary:

This is a South East Asia Customer Care role and you will report to the Customer Care, Supervisor. You will drive ownership and responsibility for the day-to-day order fulfillment tasks and provide Excellent Services to our Customers and Channel Partners. You are professional, Customer centric (Customers First mentality) and enjoy working in a fast-paced  matrixed environment.

Key Responsibilities:

• You will be the main contact window for customer, channel partner and team member through phone, email, and or meeting mode of communication. You will act like an Account Management by providing proactive communication on any changes or delays and provide alternate options/solutions.
• You respond optimally and efficiently to customers inquiries, ranging from quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints and other forms of documentation (e.g. proof of delivery, etc). This includes preparation of vital documentation to complete the order transactions in a timely manner.
• You are required to have close interlocks with other functions such as Supply Chain, Warehouse and Logistics to meet Customer's expectations, as well as work with Finance on Accounts Receivables (AR), Accounts Payables (AP) issues and follow up where needed.
• You are accountable and responsible to meet Operational Excellence by meeting Key Performance Index and Service Level Agreements.
• You are required to participate in process improvement when needed and ensure documentation and order processes are in line with corporate guidelines and compliance.
• You are comfortable working across borders, time zones, and cultures, dealing with a variety of global stakeholders
• Other tasks, duties and projects may be assigned accordingly.

Our ideal candidate embodies the following traits and values to be successful in the role:

• Passionate about improving Customer Allegiance Score (CAS).
• Curious and accept continuous process improvement.
• Self-Starter and quick learner.
• Positive and greet changes as opportunities.
• Able to work independently, as well as collaborate with peers to work towards a common goal.
• Multi-task efficiently in a fast-paced environment.
• Communicate with others openly, respectfully and positively in a professional manner.

Required and/or Preferred Qualifications from you:

• Diploma in Logistics/Supply Chain/Life Science or relevant
• 2+ years of experience in Customer Service function.
• Candidate to be customer service oriented and excellence in phone and email etiquette skills.
• Proficiency in ERP like SAP, Oracle E1 & MS Office preferred.
• Fluent in both spoken and written English to with business associates in SEATW
• Possess attentive listening and problem-solving skills.

Competencies:

• Demonstrates the ability to operate in a fast paced, multi-tasking environment.
• Focuses and anticipates the needs of external and internal customers. Owns the customer experience and consistently delivers on commitments.
• Accuracy is required in performing all functions of this position.
• Self-starter with enthusiasm and positive attitude. Initiative and good organization skills are extremely valuable to ensure good customer service. 
• Passionately curious. Sees things from new angles, questions assumptions and conventional thinking.
• Resilient and not afraid of changes. Loves taking on difficult challenges and resolving it.
• Ability to work independently and yet cohesively in a team environment.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.