Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Header Job Description:

Fisher Scientific Malaysia is a well-established provider of scientific products and solutions, offering a comprehensive portfolio that supports research and development, quality assurance, pilot plant operations, and selected production-scale applications. Our diverse product range enables us to serve a broad spectrum of industries while fulfilling our mission of making the world healthier, cleaner, and safer.

As a member of the Customer Service team, you will play a critical role in ensuring the smooth execution of end-to-end commercial operations. Working collaboratively with cross-functional teams, you will coordinate customer orders, resolve inquiries, and support operational excellence to deliver an outstanding customer experience. Your contributions will directly support the achievement of our business objectives and annual revenue commitments while maintaining the high standards of service our customers expect

General Role Description:

Join Thermo Fisher Scientific and become part of a global team dedicated to making the world healthier, cleaner, and safer. As a Senior Customer Service Representative, you will play a key role in delivering an exceptional customer experience by supporting customers throughout the entire order lifecycle.

In this role, you will manage a wide range of customer service activities, including responding to enquiries, preparing quotations, processing orders, maintaining customer master data, and ensuring timely and accurate order fulfilment. You will collaborate closely with cross-functional teams including Sales, Supply Chain, Purchasing, Marketing, Regulatory, and Finance to ensure seamless commercial operations and resolve customer issues efficiently. This position offers the opportunity to work in a dynamic, collaborative, and customer-focused environment where your contributions directly support business success and customer satisfaction. You'll also have access to continuous learning and professional development opportunities while helping advance scientific innovation that makes a positive impact around the world

The Senior Customer Service Representative is responsible for supporting commercial and sales activities by managing quotations, tender submissions, e-procurement platforms, and customer orders from enquiry through to successful delivery. This role serves as a key point of contact for customers, ensuring timely, accurate, and professional support across all customer interactions.

Working closely with Sales and cross-functional teams, you will coordinate end-to-end order management, respond to customer enquiries from multiple channels, and support tender and e-bidding activities. The role requires a strong customer-centric approach, operational excellence, and a commitment to delivering outstanding service while ensuring compliance with company policies and procedures.

The primary objective is to meet business and customer needs efficiently and effectively, contributing to customer satisfaction, operational excellence, and the achievement of the company's annual operating plan (AOP) and business goals.

Minimum Requirements/Qualifications:

• Minimum of 2 years of customer service experience in a shared service center, multinational corporation, or office-based environment.
• Bachelor's degree or diploma in Business Administration, Science, or a related discipline.
• Strong written and verbal communication skills in English; proficiency in additional languages is an advantage.
• Proficient in Microsoft Office applications (Word, Excel, Outlook, and PowerPoint).
• Experience using ERP systems (e.g., SAP) and CRM platforms is preferred.
• Preferred Skills & Competencies
• Excellent customer service, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities with keen attention to detail.
• Effective organizational and time management skills, with the ability to prioritize multiple tasks in a fast-paced environment.
• Self-motivated, proactive, and able to work independently while contributing effectively within a collaborative team.
• Demonstrated ability to manage complex customer enquiries and professionally handle escalations.
• Proven track record of meeting performance metrics and service level agreements (SLAs).
• Ability to build and maintain strong working relationships with customers and cross-functional stakeholders.
• Sound judgment, professionalism, and diplomacy when managing customer interactions.
• Commitment to data accuracy, quality, and continuous process improvement.
• Willingness to participate in cross-training and provide support across teams as business needs evolve.
• Comfortable working in a standard office environment with regular computer-based work.