About Us
Our mission is to enable our customers to make the world healthier, cleaner and safer. All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer.
If you share in our values and you're looking for an employer who is strongly committed to developing talent and rewarding achievement, come grow with us at Thermo Fisher Scientific.
For more information, please visit www.thermofisher.com
Job Description
Job Title: Customer Care Representative, Customer Care
Reports To: Supervisor / Manager, Customer Care
Career Band: 3
Employment type : Contract - 12 months
Position Location: Singapore
Position Summary:
We are looking for a customer-focused and detail-oriented Customer Care Representative to join our Singapore Customer Care team on a 12-month contract. Reporting to the Customer Care Supervisor/Manager, you will play a key role in managing customer orders and delivering an exceptional customer experience across our customer and channel partner network.
The successful candidate is proactive, solutions-oriented, and enjoys working in a fast-paced, collaborative environment. You will work closely with cross-functional teams to ensure timely order fulfillment, resolve customer inquiries, and support continuous process improvements. We are also looking for someone with a digital-first mindset who is curious about leveraging AI and automation to improve workflows and customer experience.
Key Responsibilities:
- Serve as the primary point of contact for customers, channel partners, and internal stakeholders via phone, email, CRM, and virtual meetings.
- Manage the end-to-end order fulfillment process, ensuring timely and accurate processing of customer orders.
- Respond promptly and professionally to customer enquiries relating to quotations, order status, product availability, pricing, deliveries, invoices, returns, replacements, complaints, and supporting documentation such as proof of delivery.
- Proactively communicate order updates, potential delays, and alternative solutions to ensure a positive customer experience.
- Coordinate closely with Supply Chain, Warehouse, Logistics, and other internal teams to ensure customer commitments are met.
- Partner with Finance to resolve Accounts Receivable (AR), Accounts Payable (AP), credit, and billing-related issues where required.
- Achieve operational excellence by meeting established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Maintain accurate customer and order records while ensuring compliance with company policies, quality standards, and regulatory requirements.
- Contribute to process improvement initiatives that enhance customer experience and operational efficiency.
- Explore opportunities to leverage AI, automation, and digital tools to simplify workflows, improve productivity, and reduce repetitive manual tasks while adhering to company policies and data security requirements.
- Support additional projects and responsibilities as assigned.
Our ideal candidate embodies the following traits and values to be successful in the role:
- A digital mindset with an interest in exploring AI and automation to improve work processes, eliminate repetitive tasks, and enhance customer experience.
- 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.
Required and/or Preferred Qualifications from you:
- Diploma in Logistics/Supply Chain/Life Science or relevant
- Minimum 1 year of experience in Customer Service function or similar customer facing role.
- Candidate to be customer service oriented and excellence in phone and email etiquette skills.
- Proficiency in ERP like Oracle E1, SAP & MS Office preferred.
- Fluent in both spoken and written English
- Possess attentive listening and problem-solving skills.
Competencies:
- Comfortable adopting new technologies and enthusiastic about exploring AI and automation tools to improve productivity, simplify routine work, and enhance the customer and employee experience.
- 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.
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.