Job Title : Lead Customer Service Representative
Location : Taipei, Taiwan
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 exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.
The Customer Care Representative (CCR) is responsible for establishing and maintaining positive relationships with customers on behalf of the company by taking complete responsibility for each customer contact, and providing quality service and support.
The CCR has the primary responsibility for ensuring that all customer requirements are completely met.
Manages telephone calls professionally.
Order fulfillment processes quotations, orders, returns, replacements, debits and credits accurately and timely.
Responds effectively and efficiently to customer inquiries within 24 hours ranging from orders, product availability, pricing, shipping, billing (invoices, debits and credits), documentation (proof of delivery, terms of contracts etc), marketing promotions and sample requests.
Handles customer complaints, logs the complaint data in system and following through to ensure complete closure within 24 hours.
Resolves problems through analysis of situations and experience to determine best use of approach and resources. Escalate issues appropriately to ensure prompt resolution.
Reviews all open sales orders and backlog; follows up with relevant supply sites to ensure on-time shipments.
Works with planners to expedite orders outside standard lead times. Informs customers of product delinquency and proposed recovery dates.
Supports sales and marketing teams, facilitates joint marketing calls and offering functional expertise where applicable.
Reviews individual key performance indicators and ensure all measures are met.
Contributes to team effort by accomplishing related results as needed.
Executes in compliance with business policies and procedures.
2-3 years in Customer Service
Minimum Bachelor degree, preferably in Life Science discipline
Knowledge of Oracle Enterprise one or SAP will be an added advantage.
Fluent in English due to required communication with regional partner.
Customer Focus - Focuses and anticipates the needs of external and internal customers. Owns the customer. Consistently delivers on commitments to customers.
Strives to improve customer experiences.
Relationship Building Builds effective business relationships and able to communicate with business partners at all levels.
Listens openly to others. Collaborates and works well with different personalities. Excellent team player.
Drive for Results Takes ownership of important issues. Works around barriers.
Decisive and Proactive Acts promptly to resolve pressing problems. Demonstrates a sense of urgency. Anticipates needs and problems.
Generate ideas for improvement and follows up with action. Embraces challenges and takes initiative.