Job Advert
1Job title: Customer Service Specialist
Location: Hybrid based in Singapore (Yourgene Health Singapore, 3 Fusionopolis Place, #5-54 Galaxis Work Loft, Singapore 138523)
Contract Type: Full-time, Permanent
Salary & Benefits: Competitive Salary + Benefits Package
About Yourgene Health:
Yourgene Health is a leading integrated technologies and services business, enabling the delivery of genomic medicine. The group works in partnership with global leaders in DNA technology to advance diagnostic science.
Yourgene primarily develops, manufactures, and commercialises simple and accurate molecular diagnostic solutions, for reproductive health, precision medicine and infectious diseases. The Group's flagship in vitro diagnostic products include non -invasive prenatal tests (NIPT) for Down's Syndrome and other genetic disorders, Cystic Fibrosis screening tests, invasive rapid aneuploidy tests and DPYD genotyping.
Yourgene has a range of innovative DNA sample preparation platforms, powered by Ranger® Technology, the Yourgene LightBench® and Yourgene QS250, ideal for cell free DNA applications in NIPT and oncology including liquid biopsy.
Yourgene also has a global laboratory service network equipped to be a full life-cycle partner for clinical, research and pharmaceutical organisations to support partners at the preclinical, clinical, and post market stage to develop, manufacture, obtain regulatory approval and commercialise new products and services. In addition, Yourgene offers and NIPT and high throughput Covid testing service.
Yourgene Health is headquartered in Manchester, UK with facilities in Taipei, Singapore, the US and Canada.
Our Culture:
Yourgene is a growing, vibrant and exciting place to work, we are looking for committed driven individuals to be part of our next growth journey. Our culture is described by our employee's as collegiate, friendly, professional, innovative, open and fast paced. We have nay social and well-being initiatives run by our Social Huddle that keep our sense of community alive during challenging times that the pandemic has thrown our way. At Yourgene we focus on putting values led programmes in place to ensure that we can attract, retain and develop our people. We want our people to have a career with Yourgene and we ensure that they are recognised and rewarded for their achievements and commitment, everyone plays a critical role in our growth journey.
Description of role:
This role is based in the APAC region, working within a diverse Customer Care Team. Yourgene Health (YGH) is an international molecular diagnostics group that develops and commercializes genetic products and services. The group works in partnership with global leaders in DNA technology to advance diagnostic science. We are looking for the right individual to contribute to our organization to support our strategic growth plans and our goal of delivering a continuously improving customer journey.
Your primary focus will be on the APAC region, which looks after internal and external customers across our APAC operations to ensure our customers' expectations are met.
Key areas of responsibility:
- Process Customer Orders: Efficiently manage customer orders from receipt to delivery, including order acknowledgment, accurate entry, timely invoicing, updating customers on delivery/service status, and generating system statements. Prepare shipping documents such as commercial invoices, packing lists, and any other required documentation.
- Supplier Management: Ensure timely issuance of purchase orders, communicate changes, and meet delivery commitments. Take ownership of issues and delays, proactively update customers on order status, and follow up to achieve maximum customer satisfaction.
- Collaboration: Work closely with cross-functional teams (e.g., commercial team/account managers, finance, manufacturing in the UK, Taiwan, and Singapore, logistics, and technical support) to resolve issues and meet project milestones.
- Monthly Reporting: Prepare and upload monthly Sage and Sagelink reports. Consult and collaborate with supervisors and the finance department as needed to finalize and invoice customers.
- Business Support: Provide additional business support to ensure orders proceed per schedule. Organize weekly meetings with account managers and the APAC team to discuss orders, highlight issues, and address concerns.
- Customer Service Excellence: Deliver excellent customer service at all times, understanding and exceeding customer needs and requirements. Handle customer feedback sensitively, escalate when necessary, and ensure information is shared between relevant departments to follow SOPs. Follow up with customers on outcomes.
- Data Maintenance: Maintain and provide data required for weekly and monthly meetings (e.g., APAC Order and APAC Pillar).
- Documentation: Assist with the creation and filing of customer documentation, including orders, invoices, and proof of delivery (POD). Check and ensure all documents are correct.
- Team Support: Provide backup support to other Customer Service Team members as needed.
- Ad Hoc Tasks: Handle any ad hoc tasks assigned by supervisors.
Qualifications, Skills and Abilities:
- Extensive experience in customer service positions
- Excellent organizational skills and an ability to cope with tight timelines and coordinate projects or assignments
- Excellent communication and teamwork skills
- Fluency in Mandarin and English in written and verbal.
- Ability to cope with the demands of a fast-paced, technology-based business.
- Must be willing to learn new aspects of the role and have a proactive approach to sourcing and sharing information.
- A sense of enthusiasm, integrity, a can-do attitude, and a willingness to succeed.
- Proficiency in using ERP systems (e.g., NetSuite Oracle) and Microsoft Office programs (Excel, Word, PowerPoint).
- Ability to present in weekly meetings in front of management and prepare presentation slides.
Closing Date:
Sunday 15th June, 2025
Yourgene Health is committed to encouraging equality, diversity and inclusion among our workforce. The aim is for our workforce to be truly representative of all sections of society and for each employee to feel respected and able to give their best.
