Senior Customer Service Executive - Hardline Testing Services

Key Responsibilities:

• Review incoming job requests to ensure completeness of test scope, applicable standards, sample information, customer requirements, and turnaround time (TAT).
• Assign testing activities to qualified laboratory personnel based on technical competency and workload.
• Monitor testing progress to ensure on-time completion and proactively resolve scheduling or technical issues.
• Coordinate with laboratory staff to clarify technical requirements and with Customer Service to align job priorities and customer expectations.
• Perform detailed technical reviews of test reports before release, verifying:
  • Compliance with applicable test methods and standards
  • Accuracy of results, calculations, and data interpretation
  • Correct units, rounding, formatting, and report consistency
  • Alignment between raw data and reported results
  • Completeness of photographs, figures, and supporting attachments
• Ensure full traceability from sample receipt through raw data to the final issued report.
• Verify compliance with internal quality procedures, report templates, and customer-specific requirements before report approval and release.

Key requirements:

• Bachelor's degree in Engineering, Chemistry, or a related technical field.
• Minimum 2 years of relevant laboratory or testing experience.
• Knowledge of testing standards (ISO, EN, ASTM, etc.); ISO/IEC 17025 is an advantage.
• Good English communication skills, especially in reading technical documents and writing reports.
• Proficient in Microsoft Office; experience with SAP, LIMS, or ILAS is a plus.
• Detail-oriented, analytical, proactive, and able to work independently as well as in a team.

Benefits:

• Working hours: Monday - Friday, 8:30 AM - 5:30 PM
• 15 days of annual leave, 15 days of paid sick leave, plus Christmas leave
• 13th-month salary and performance-based bonus aligned with individual and business results
• Full social insurance, health insurance, and unemployment insurance based on full basic salary in accordance with Vietnamese Labor Law
• Comprehensive insurance benefits package, including: 24/7 Accident insurance and Health care insurance
• Annual health check
• Free parking
• Regular staff engagement activities, including team-building events and company trips
• Participate in the company’s training programs, LinkedIn Learning license holder with fees supported by company according to policy