Work Flexibility: Hybrid

Summary

• This position holder is responsible for all order processing in compliance with company quality management and ethical standards.
• This position holder is required to provide customers with outstanding services as maintaining customer satisfaction and coordinating overall sales activities.
• This role requires close collaboration with various stakeholders including, Commercial, Customers, RAQA, EA&APAC teams, Finance, IT etc.)
• This job requires comprehensive experience, understanding of concepts and principles in logistics, inventory management, ERP management, project management.
• Key metrics that he/she must deliver are order entry accuracy, OTIF, billing accuracy.

Responsibilities

OTC Process management

• Supervise day- to-day operations of sales orders, return, backorder, and open orders in the customer service team
• Collaborate with stakeholders, manage, and support long-term, short-term consignment and its return
• Understand end to end supply, manage daily/weekly/monthly sales orders, monitor shipment status with warehouse and record the proper information into JDE system.       
• Deal with orders from big dealers and manage the type of order, SO-PO linkage.
• Process non-conformity reports of defects, expired goods, losses and damages
• Improve customer service procedures, policies, and standards for organization
• Review open order and follow up with relevant parts to ensure on-time delivery and lead to close all open transactions before year end
• Assist regular task of stakeholders; supporting new account set up, contributing demand forecast accuracy, handling credit occurred by customer complaints, annual stock counting of whole branches etc.
• Work with 3PL warehouse to improve customer satisfaction by sharing customer feedback with warehouse team

Logistics:

• Support stock counting of the whole inventories for on/off site and actively work on data validation between ERP and physical product as addressing relevant problem, inventory reconciliation (IA, ID, etc)

Quality management:

• Communicate with 3PLs to verify Non-Confirming Products of defects, expired goods, losses, and damages and manage Cost saving opportunity by leveraging Non confirming product management
• Identify goods condition for damaged products working with QA closely, make decision and raise approval request to Operation leaders for next action, transferring Salable, Demo and Sample or disposals
• Execute scrap including DAR and any relevant write off and provide data to stakeholders
• Collect and analyze data and managed OPS KPI Data collection and analysis and enable to provide the qualified reports to the team and leaders
• Assist internal/external audit related to ISO 13485 and manage and update the relevant documents

Project / Process management

• Continuously seek for improvement area and define and lead actions for optimization across all logistics flow.
• Analyze and review historical data and statistical analysis to drill down issues and come up with improvement proposals.
• Manage standardized process documentation and make sure all processes are correctly described and well aligned with stakeholders 

System Super Key User

• Build good knowledge in JDE, and maintain user manual, train JDE users, if required
• Seek for system enhancement chances and lead communication with IT teams.
• Participate in projects / complete UAT as required.

Problem solving:

• Resolves technical issues derived from ERP by working with IT help desk
• Respond to customer service issues in a timely manner
• Solve and investigate customer’s long-standing or complex problems pass on by the sales administrator.

Team management :

• Manage overall team in all sales administration and customer service-related matters.
• Hold session of instructing, training internal / external customers on operation, maintenance equipment, compliance, and company policies

Qualification

• Over 12years experience in customer service team and minimum 2-year supervisor roles
• Experiences in Medical device is preferred.
• Good English communication in speaking and writing
• Good communication skills to handle internal / external customer requirements effectively and efficiently
• Ability to work on problems of diverse scope positively and immediately as analyzing and verifying data and history
• Knowledge & experience in ISO13485 internal/external audits
• Advanced troubleshooting and multi-tasking skills
• Data analysis skill

Travel Percentage: 10%