Manager, Customer Service
3주전에
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 teamLogistics:
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 documentsProject / 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 stakeholdersSystem 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 policiesQualification
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%-
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