This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
CUSTOMER SUPPORT EXECUTIVE JOB DESCRIPTION
Position Summary
Customer Support Executive responsible for providing service to our customers through interacts with customers via phone calls or emails. We provide quotation, process orders, follow-up orders and delivery arrangement for our customers. This position will also require initiative to respond to post-order customer service requests such as handling customer complaints, return of goods, provide back order update to customer of any anticipated delays.
We provide prompt and accurate response to all our customers request and strive to provide excellent customer service in this fast-paced environment.
Key Responsibilities
- Answering phone calls, response to sales enquiries and providing quotation to support sales team.
- To support local and overseas sales activities which includes distributor / dealer / reseller.
- To ensure all working procedures and documentation are complied to the local regulation and corporate requirement (e.g. FCPA, GTC, DPS Screening, MD Screening, Chemical Poison License & etc.)
- To support or perform any related tasks including document preparations during order capturing to invoicing process e.g. TDO, Porforma/Commercial Invoice, Return Goods Authorization (RGA) / Credit Note (CN) / Debit Note, CoA/SDS & etc.
- Process and confirm orders, product availability, delivery, billing questions as well as returns and cancellations of orders.
- Ensure accurate documentation for filing of all quotes, purchase order & supporting email if any.
- Check and reply emails from ePO email address including recording of the Purchase Order received.
- To generate monthly, quarterly and yearly reports for Key Account customer if required.
Other Responsibilities
- To attend weekly backlog meeting.
- To attend monthly team meetings, company townhall meetings & etc as per schedule.
- To provide backup / support other CSE when necessary.
- To highlight and discuss any externally or internally issue and provide suggestion/solution for improvement as and when necessary.
- To participate in all training activities provided by the company or vendors if applicable.
- To manage own annual leaves and ensure not carrying forward annual leaves more than the stipulated by the company.
- To abide to all company's policies and procedures.
- May be required to provide project support, and perform other customer service operations related duties as the need arises and/or assigned.
Minimum Requirements/Qualifications
- Diploma in Science related field is preferred.
- At least 1 to 2 year of experience in Customer Service and order processing (handling end to end transactions in Quote to Bill) is preferred.
- Good English communication and written skills
- Proficient in MS Excel and other Microsoft Office applications.
- Able to work independently and work well with teams.
- Positive attitude and willing to learn
- Ability to multi-task, prioritize and time management in order to meet customer commitments in a fast-paced and dynamic environment
