Team 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 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 option whenever possible to mitigate critical issue due to shipping delays.
• Resolve customer issues through root-cause analysis and propose solution.
• Liaison within all key business partners eg : Business, Finance, Factory, Vendors to work on customer issue & solution.
• Lead all aspects of customer orders and processes, including fulfillment and shipping, while maintaining professional communication with customers, 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 ie. systems, processes, tools and par.ticipate in order management process improvement project 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 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, attention to details, outstanding problem-solving and organization skills with excellent phone, email etiquette skills and able to handle difficult customers.

Able to multi-task under timeline, work on complex issue 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, excellent leadership, ability to lead changes 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. Watch as our colleagues explain 5 reasons to work with us. 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.

Apply today! http://jobs.thermofisher.com

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.