Job Description

Position Summary

Incumbent is fully responsible for on-site management of the Customer Service Department to effectively meet monthly Sales Revenue (for assigned regions) by ensuring on-time delivery in full and expediting shipment with Supply Chain or Distribution Centres.

Principal Responsibilities

Key responsibilities will include (but are not limited to) the following:

People Management - Manage the daily coaching, mentoring and technical assistance of the customer service representatives. Lead day to day operations and foster a positive and open working environment

Established Goals - Setting clear mission and deploying strategies for the Department

Staffing & Scheduling - Manage resources to maximize productivity of the CS team to meet demand.

Problem Resolution - Use problem-solving skills to resolve operational issues effectively

Performance review - Providing feedback to Customer Service Representative in order to address performance gaps and provide coaching

Training - Manage a process that delivers guidance and continuous training opportunities.

Intercompany Relationships - Demonstrate perseverance and enthusiasm in partnering with the Sales, Marketing, Finance, Quality, Manufacturing and Supply Chain department that always has the best interest of the customer at hand.

Manage the department objectives to meet the service level in the areas of: Order timeliness, Backorder, OTIF and Service Errors.

Adhere to and ensure the compliance of company\'s code of conduct and all Company policies, rules, and procedures with customer service.

Represent Customer Service in customer or internal audits

Support lead projects when necessary

Other ad-hoc duties as assigned by Management.

Education / Experience Requirements

Minimum Bachelor in Business/Logistics/Supply Chain Management or equivalent

At least 5 years relevant experience in order fulfilment/management in a fast-paced environment, preferably with regional exposure.

Team lead and people managed preferred

Excellent verbal, written communication and interpersonal skills

Good knowledge and hands-on experience in ERP system (eg. SAP) & Microsoft office (Powerpoint and Excel) preferred

Strong Analytical skills, efficient, deadline-oriented and able to work under pressure

Possess problem solving skills and ability to exercise good judgment acumen

Self-motivated and ability to thrive in a dynamic or high-pressure environment.

Both customer and process oriented; capable of satisfying customer needs while following processes and complete transactions in a financially and legally compliant manner.

A good team player and can work independently with minimum supervision

Medical device/Phamacy/Lifecyle industry preferred

Candidate must be willing to travel when required

Specialized Skills / Other Requirements

Teleflex