Senior Customer Support Administrator

Sr. Customer Support Administrator

Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology?

At SCIEX, one of Danaher's 15+ operating companies, our work saves lives—and we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danaher's system of continuous improvement, you help turn ideas into impact – innovating at the speed of life.

As part of SCIEX, you will help to influence life changing research and outcomes, while accelerating your potential. For more than 50 years, we have been empowering our customers to solve the most impactful analytical challenges in quantitation and characterization through ground-breaking innovation and outstanding reliability and support. You will be part of a winning team, enabled by DBS, that is passionate about helping life science experts around the world get to answers they can trust.

The Sr. Customer Support Administrator is responsible for operate end-to-end Order-to-Cash (OTC) and service contracts with accuracy, speed, and compliance. Short term: act as a key individual contributor; mid-term: lead standardization, automation, data quality, and people development to uplift productivity and customer satisfaction.

This position reports to the Customer Service Manager based in Singapore and is part of the Customer Support Group located in Shinagawa, Tokyo, Japan and will be an on-site role.

In this role, you will have the opportunity to:

• Manage day-to-day operations and customer interactions: Using Oracle and Salesforce, prepare quotations and process orders, invoices, and fulfillment requests for in-house analytical instruments as well as third-party peripheral equipment. Handle billing activities including invoice issuance, tax validation, and accounts receivable management. Coordinate shipping and delivery arrangements. Respond promptly and accurately to customer inquiries and phone calls, and prepare required documentation (e.g., certificates) based on customer requests. Oversee the full administrative lifecycle of service contract management—from quotation preparation to contract execution.
• Drive process efficiency and continuous improvement: Lead initiatives to standardize and automate workflows. Assess existing processes, identify inefficiencies and improvement opportunities, and drive optimization across operations.
• Build cross-functional collaboration and ensure operational governance: Develop and maintain strong partnerships with key departments, including Sales, Finance, Logistics, and Service, to deliver seamless customer value. Ensure full adherence to company policies, standards, and quality requirements while maintaining disciplined execution, monitoring, and effective communication, enabling the achievement and advancement of service-level performance.
• Collaborate cross-functionally and enhance operational governance: Build and maintain strong partnerships with key functions including Sales, Finance, Logistics, and Service. Engage with other countries' customer service teams—such as through participation in international meetings—and ensure effective collaboration across regions. Ensure strict compliance with company policies, operational standards, approval flows, and governance requirements.

The essential requirements of the job include:

• A minimum of 5 years of hands-on experience in order entry, shipment coordination, invoicing, and service contract management, with the ability to execute tasks accurately and in a timely manner. Demonstrated flexibility in responding to unexpected requests and the capability to work effectively with multiple stakeholders—including distributors and internal departments—through proactive and collaborative communication.
• Proficiency in Microsoft Office applications—including intermediate Excel skills (e.g., VLOOKUP), Outlook, and Microsoft Teams—as well as experience using ERP systems (Oracle or SAP) and Salesforce. Ability to create business documents in both Japanese and English.
• Knowledge of Incoterms (DDP) and understanding of delivery and installation acceptance criteria, along with experience leading compliance with internal controls.

It would be a plus if you also possess previous experience in:

• Interacting, reporting, and collaborating with overseas managers, including active participation and contribution in regional meetings (with the confidence to speak in English).
• Managing orders for high-value B2B products.
• Implementing Electronic Data Interchange (EDI) and Robotic Process Automation (RPA) solutions.

SCIEX, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job.