Senior Customer Service Representative

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.

Want more jobs like this?

Get jobs in Shanghai, China delivered to your inbox every week.

Get Jobs

Send me The Muse newsletters for the best in career advice and job search tips.

By signing up, you agree to our Terms of Service & Privacy Policy.

• 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.

• 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

• 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.)