Customer Success Representative - Career Growth Potential

LGC provides a range of measurement products and services which underpin the safety, health and security of the public, including reference materials and proficiency testing, Genomics reagents and instrumentation, and expert sample analysis and interpretation. Our customers are across a number of end markets including Pharmaceuticals, Agricultural Biotechnology, Food, Environment, Government and Academia.

In our D&G Division, we use our expertise in DNA extraction (Over 100 million DNA tests performed on 1 million human, plant and animal samples per year), genotyping, sequencing and PCR to enable scientists and companies to feed, cure and protect the world’s population. We supply genomic services from our UK, Germany and US laboratories, to global customers in agricultural biotechnology, molecular diagnostics, research, pharma/biotech, applied and clinical markets.

We play a key part in making the world safer, every day and everywhere.

1. Job Purpose

This is an exciting opportunity to join a growing international, life science company, the role will encompass a combination of functions related to customer service support, order processing and relevant account receivable functions as and when required to assist and support the APAC Customer Success Manager.

1. Key Responsibilities:

Support Commercial, Operations & Service departments on addressing customer request for product and services quotation, order management and logistics to ensure unsurpassed customer satisfaction

Order Processing

1. Adhere to proper pricing policies and ensure selling price are correctly maintained in ERP.
2. Support line manager in maintenance of correct pricing file in ERP
3. Support commercial and service team in direct customers/distributor quotations and order fulfilment.
4. Sales order processing & management - ensure accuracy of booking into ERP system and timely execution of purchase order to overseas business units in Europe, USA and China with close follow up of shipment schedule and logistics matters. 
5. As a collaborative team player, work in close partnership with internal departments (e.g. manufacturing, shipping, sales) in order to render excellent support to all customers regarding their orders (promptly processes orders, provides order status, changes, etc.)
6. First line of customer enquiries via calls, emails & first line escalation for customer complaints.
7. Manage invoicing after order fulfilment.
8. Provide monthly KPIs reporting to Customer Success Manager.
9. Warranty, spare parts & inventory logistics coordination in Singapore.
10. Involve in Continuous Process Improvement projects (LEAN leadership program to identify waste in processes & avoid burnout).

Support Task

• Manage internal and customer enquiries on product availability, prices, delivery times, and the status of orders 
• Handle customer complaints, processing of claims and returns as well as proper documentation of each case. 
• Support the shipment of product samples from business units to customers/distributors upon approval from the management.  
• Empathy and having sense of urgency in supporting customers in resolving quote and shipment issues promptly. 
• Monitor account receivables, follow-up with relevant parties/customers to provide timely payment as accordance to payment schedule.
• Working closely with the relevant parties to manage customer accounts including the setting of credit limits and payment terms in ERP with guidance from the Commercial & finance team.
• Back-up for other CSRs in APAC as and when required.
• Conduct and maintain inventory checks and offer logistics support including product packing and shipment as and when required. 
• Day-to-day administrative tasks
• Plan and execute events. 
• Perform other duties as required to meet business needs & as assign by Manager.

Education, Experience and Technical Skills 

• Minimum O Level with relevant experience or Diploma in business, related service industries or equivalent. 
• 3-5 years of relevant working experience in Order Support/Supply Chain/Shipping line is preferred
• Ability to establish rapport with customers as the role will involve significant customer and distributor support calls 
• Strong listening and problem solving skills
• Good understanding of sales order processes and logistic matters.
• Service oriented with positive attitude. Customer-focused and a team player
• Able to work in highly-matrixed organization and manage stress well.
• Strong organisational and time management skills, with the ability to perform and prioritize multiple tasks efficiently
• Familiar with Microsoft Applications (Excel, PowerPoint etc.)
• Good communication skills in English and having ability to communicate in Chinese will be a plus. to support Chinese speaking counterparts.

If you are an experienced Customer support person who is passionate about building strong customer allegiance through continuous process improvement and optimization across functions and stakeholder to help build SOPs and able to thrive in a data driven work environment, you are welcome to apply.