Work Flexibility: Hybrid

Job Description
Position Summary

In CS team, This position is responsible for MAKO&Shoulder's CS activity as a key contact person between commercial team and customers.

Role & Responsibility

Order management 

Processing orders via WOS (Web Ordering System) & JDE, this covers everything from a point of receving an order right through to delivery and invoicing as well as dealing with relevant returns.
Manage back-orders and follow up with relevant parts to ensure on-time delivery.
Work in collaboration with finance related to customer code, price, and credit hold.
Support direct business for replenishment and issue tax invoices monthly.
Provide accurate documentation of special discount.
Work closely with Logistics, Planner and 3PL to ensure timely shipment of goods.
Resolves system issues with global service team.
Ensure customer files are updated with the relevant information on a regular basis.
Lead communication with stackholders regarding supply schecdule.
Sample and Demo order handling

Inventory management 

Long-term consignment stock in & out via ERP system.
Stock transfer / Lot control
Exchange expired goods of consignment  on a monthly basis
Support annual stock counting including inventory data validation, discrepancies, billing.
Handles nonconforming items refers to a quality (defected, expiration date, lost and damages).

Customer Service

Respond promptly to customer inquiries.
Acknowledges and resolves customer complaints.
Compile with customer complaints related to order to delivery.
Train system, process for internal & external customers

Process management

Manage standardized process in accordance with ISO13485 with QA

Education & special trainings:

Strong written and verbal communication skills
Excellent organizational and mutitasking skills
A team player with high level of dedication

Qualifications & experience:

1–3 years CS/OTC in medical devices or healthcare distribution (intern/contract acceptable).
JDE (or equivalent ERP) hands-on; strong Excel skills.
Detail-oriented, customer-centric, problem solver; thrives under time pressure.
Good command of English in writing and speaking
Willing to change and passion for continuous improvement

Physical & mental requirements: 

Require problem-solve
Ability to work under pressure
Positive attitude
Customer orientation and ability to adapt/respond to different types of characters
 

Travel Percentage: None