Team Leader, Customer Service

Thermo Fisher Scientific · Kuala Selangor

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Job Description

This is a Southeast Asia Customer Service role, and you will report to the Customer Service, Supervisor. You will drive ownership and responsibility for the day-to-day order fulfillment tasks and provide Excellent Services to our Customers and Channel Partners. You are professional, accountable, Customer centric (Customers First mentality) and enjoy working in a fast-paced matrixed environment.

Responsibilities:

• Main contact window for customer, channel partner and team member through phone, email, and or meeting mode of communication.
• An Account Management by providing proactive communication on any changes or delays and provide alternate options/solutions.
• Respond optimally and efficiently to customers inquiries, ranging from quotation, orders, product availability, pricing, delivery, billing, return/replacement, complaints and other forms of documentation (e.g. proof of delivery, etc). This includes preparation of vital documentation to complete the order transactions in a timely manner.
• Build strong partnership with other functions such as Sales, Supply Chain & Global Factories to meet Customer's expectations, as well as work with Finance on Accounts Receivables (AR), Accounts Payables (AP) issues and follow up where needed.
• Partner with your supervisor to establish team goals, develop action plans, track performance, and identify opportunities for continuous improvement. Oversee daily Quote-to-Cash activities, including orders, returns, replacements, debits, and credits.
• Support employee growth through coaching, development planning, training opportunities, and performance reviews. Recognize strong contributions and build a sustainable talent pipeline through succession planning.
• Plan, prioritize, and review team workflows and project assignments to ensure operational goals and key performance indicators (KPIs) are achieved.
• Take ownership of customer issues, conduct root-cause analysis, coordinate appropriate resources, and drive timely resolution while keeping customers and stakeholders informed.
• Apply Practical Process Improvement (PPI) methodologies to lead continuous improvement initiatives. Identify process gaps and recommend process or system enhancements that improve efficiency, productivity, and customer experience.
• Communicate customer experience (CX) initiatives and actions across the organization. Lead or contribute to cross-functional, cross-divisional, and company-wide CX initiatives and projects.
• Serve as a trusted business partner by understanding divisional strategies and collaborating with commercial teams to support customer retention, business performance, and organic growth.
• Ensure compliance with company policies, procedures, ethical standards, service-level agreements, and order fulfilment requirements. Maintain accurate documentation and audit-ready records.
• Act as an effective change leader by setting a positive example, communicating clearly, and helping the team navigate change with confidence and engagement.
• Take on additional responsibilities, initiatives, and projects as assigned by the Supervisor or Manager.

Requirements:

• Diploma in Logistics/Supply Chain/Life Science or relevant major

• 5 years of experience in Customer Service function

• Candidate to be customer service oriented and excellence in phone and email etiquette skills.

• Proficiency in ERP like SAP, E1 (Oracle), & MS Office Preferred.

• International Trading Knowledge

• Fluent in both spoken and written English, additional language skills such as Mandarin, Bahasa Indonesian, Thai, Vietnamese are a plus

• Possess attentive listening and problem-solving skills.

• Passionate about improving Customer Allegiance Score (CAS).

• Curious and accept continuous process improvement.

• Self-Starter and quick learner.

• Positive and greet changes as opportunities.

• Able to work independently, as well as collaborate with peers to work towards a common goal.

• Multi-task efficiently in a fast-paced environment.

• Communicate with others openly, respectfully and positively in a professional manner.

• Demonstrates the ability to operate in a fast paced, multi-tasking environment.

• Focuses and anticipates the needs of external and internal customers. Owns the customer experience and consistently delivers on commitments.

• Accuracy is required in performing all functions of this position.

• Self-starter with enthusiasm and positive attitude. Initiative and good organization skills are extremely valuable to ensure good customer service. 

• Passionately curious. Sees things from new angles, questions assumptions and conventional thinking.

• Resilient and not afraid of changes. Loves taking on difficult challenges and resolving it.

• Ability to work independently and yet cohesively in a team environment.

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