Job Description
Reporting to the Supervisor, Customer Excellence, you are responsible for the day-to-day leading and guiding a team of Customer Excellence Representatives (CXRs) providing support to customers and channel partners. You are professional at all times, and capable of thriving under pressure, in a fast paced team environment. At all times, you place our Customers First.
A typical day for you will include the following:
- Connects with customers and builds rapport to have a thorough understanding of needs, expectations and requirements in order to help our customers achieve their goals and meet our service level agreements.
$ads={1}
Order fulfillment - processes quotations, orders, returns, replacements, debits and credits accurately and timely.- Responds effectively and efficiently to customer inquiries within 24 hours (or other appropriate time frame) 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.
- Attends and handles customer complaints, logs the complaint data in system and following through to ensure complete closure within 24 hours (or other appropriate time frame).
- Reviews all open sales orders and backlog, follows up with relevant supply site contacts to ensure on-time shipments. Informs customers of product delinquency and proposed recovery dates.
- Handles escalated customer issues. Resolves problems through root-case-analysis of situations and experience to determine best use of approach and resources.
- Identifies process gaps and issues, recommends process improvements and system enhancements for enhanced efficiency and productivity.
- Plans, prioritizes and directs work flow and project assignments, ensuring all work is properly distributed across team.
- Fosters teamwork and builds a safe environment which encourages and establishes trust.
- Guides, directs and monitors efficiency and productivity to ensure the following service standards and key performance indexes (KPIs) are met -Answered Rate - all incoming calls are answered professionally, with good phone etiquetteQuotes & Orders - no quotes and orders left unprocessed; SLA 24 hours (or other appropriate time frame).Order Progression - ensures no unnecessary order holds and held orders to be released within the shortest time. Reviews all open sales orders and backlog; ensures thorough follow-up with supply sites for availability dates and inform customers of any product delinquency.Customer Inquiries & Complaints - to be attended and responded; SLA 24 hours (or other appropriate time frame).
- Any other administrative task as deemed appropriate by the Manager.
- Make joint visits with sales or marketing team as and when necessary to solicit feedback and grow business relationship.
- Ensures compliance to company policies and procedures (References SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes.
Qualification
- Bachelor’s degree or above (Business, Biotechnology, Engineering Major preferred)
- At least 4-5 years of Customer Care or related customer-facing roles, preferably with supervisory leadership experiences
- Intermediate English communication and expression skills, excellent learning ability
- Others: Flexible mind, Strong communication and expression ability, Enjoy solving problems, Can learn new things quickly, Positive energy, Motivated and driven, Customer-central mind, Kindly relationship
You might also have:
A working knowledge of Oracle/SAP.
Benefits:
We offer competitive remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.
EEO/Reasonable Accommodation:
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform critical job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
