Customer Service Representative (China)

Highlights

• Location Shanghai, Shang Hai Shi
• Start Date Immediately
• Work Location On-Site Work Only

Skills

• Sales Order Management
• Customer Operations
• Data Accuracy
• Commercial Operations

Description

Customer Service Representative (China)

About the Company

Joining our team, you’ll play an active part in helping to deliver meaningful impact. At Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, we play a crucial role in accurate identification and targeted treatment for diseases, ensuring food and beverage safety, and supporting pharmaceutical manufacturing integrity. Our products and services are designed to meet the highest standards of quality and performance, helping our customers achieve their objectives efficiently and effectively.

About the Role

As a Customer Service Representative, you will take ownership of key activities across the order-to-cash (O2C) process, from customer and order setup through fulfilment, invoicing, payment collection and after-sales support.

You will act as an important connection between our customers and internal teams, ensuring orders are processed accurately, issues are resolved efficiently, and customers receive responsive, professional support.

What You'll Do

• Manage customer orders throughout the end-to-end order-to-cash cycle, ensuring accuracy, compliance and timely execution.
• Review booking documentation and ensure orders comply with relevant booking policies and commercial requirements.
• Coordinate the creation of new customer accounts and extension of new materials within the ERP system.
• Create, maintain and update sales orders in ERP, ensuring a high level of data accuracy and completeness.
• Work closely with customers and Sales to proactively track order readiness, including laboratory, payment and other fulfilment requirements.
• Maintain accurate and timely customer and order information within relevant business systems.
• Coordinate payment collection with customers and maintain close communication with Finance regarding payment status and accounts receivable.
• Provide shipping instructions to purchasing and warehouse teams and proactively track shipment schedules.
• Partner with Logistics and Supply Chain teams to expedite shipments and resolve delivery issues where required.
• Provide customers with shipping documentation and support the resolution of logistics, delivery and documentation enquiries.
• Complete billing activities in accordance with revenue recognition policies and support Finance with internal audit requirements.
• Coordinate VAT invoice applications following successful delivery.
• Manage product returns and replacements and support the professional resolution of customer complaints.
• Proactively monitor and follow up on accounts receivable (A/R) to support timely collection.
• Build strong working relationships across Sales, Finance, Supply Chain, Logistics, Warehouse and other functions to ensure a smooth and efficient customer experience.
• Prepare and maintain relevant business reports, analyse operational data and identify opportunities for process improvement.
• Contribute to continuous improvement initiatives that enhance customer satisfaction, operational efficiency and service quality.

What We're Looking For

Experience & Knowledge

• 3–5 years of relevant customer service, customer operations, order management or commercial operations experience, ideally within life sciences, healthcare, diagnostics, pharmaceutical, industrial or another international B2B environment.
• Practical experience working with ERP systems and managing customer/order data.
• Good understanding of international trade, logistics, warehousing and order fulfilment processes.
• Strong proficiency with Microsoft Office and business reporting tools.
• Experience supporting process improvement or continuous improvement initiatives.
• Previous experience working within a multinational or international business environment would be highly advantageous.
• Experience within microbiology, life sciences or laboratory products is desirable but not essential.

Skills & Capabilities

• Strong written and spoken English, with the confidence to communicate effectively in an international business environment.
• Excellent communication and customer relationship skills.
• Strong cross-functional collaboration skills with the ability to influence and coordinate across multiple teams.
• Customer-focused mindset with a strong sense of ownership and accountability.
• Strong logical thinking and analytical capability, with confidence working with operational data.
• Excellent attention to detail and commitment to data accuracy.
• Strong problem-solving skills and the ability to manage issues through to resolution.
• Good commercial awareness and risk-management capability.
• Ability to prioritise effectively and perform well in a fast-moving environment.
• Proactive, collaborative and continuous-improvement mindset.

Why Join Us

This is an opportunity to join a business with a strong heritage in microbiology and laboratory solutions at an exciting stage in its development.

You will have the opportunity to:

• Build specialist experience in the growing microbiology and life sciences sector.
• Work with internationally recognised microbiology product brands.
• Gain broad exposure across customer service, commercial operations, supply chain, logistics and finance.
• Collaborate with colleagues and stakeholders in a professional, international business environment.
• Take genuine ownership of the customer experience and contribute to improving the way we work.
• Develop valuable expertise across ERP, order-to-cash, international trade and customer operations.

If you are an experienced customer service professional who combines customer focus, operational excellence and strong cross-functional collaboration, we would be delighted to hear from you.

More about us…

This is an exciting time to join us as we continue to build on more than 100 years of microbiology excellence. With a broad portfolio of instruments, services, and global resources, we’re steadfast in our commitment to helping you succeed. Together, we can cultivate a thriving microbiology culture that supports you today, tomorrow, and for life.

Come and be part of what’s next for our company.