PURPOSE OF JOB

The position is responsible for end-to-end Order-to-Cash process to manage customers/dealers/distributors orders on a daily basis. This includes working with customers to clarify on the purchase orders, process orders timely, communicating the order confirmation and delivery status, checking for payment status and providing relevant update on inventory and lead time. This position can be entask to handle both foreign currency and local currency orders. The incumbent must work closely with our warehouse partner, overseas manufacturing plants, purchasing teams to ensure that orders are processed and delivered on time.

A strong business acumen,  advocate of customer satisfaction and ability to drive logical solutions on different types of business scenarios are critical in this positions. Taking initiatives, able to organize/analyze and anticipating problems will accelerate our ability to support customers/distributors well.

Responsibilities:

• Primary contact for customers and distributors with regards to their regular orders status

• Fulfill order-to-cash transaction (e,g, customer orders from order entry, order confirmation and co-ordinate shipment), delivery generation and timely invoice to ensure customer service level and deliveries are met

• Support demo and trial requirements from Sales; and internal audit requirements

• Customer Master Maintenance in SAP

• Review customer orders, contract terms and related documents to ensure they meet the organization’s policy and procedures. Prompt and regular review on open order is critical to keep our revenue fulfillment, customer’s expectation and maintain our Delivery Reliability KPI

• Collaborating with Purchasing, 3PL warehouse, Finance, F&D, Sales, Compliance etc to ensure timely processing and fulfillment of orders

• Maintain effective relationships with internal and external customers through effective communication and timely resolution or feedback of issues.

• Resolve customer queries and escalations, process sales order returns, replacement and customer complaints with respective functional teams.

• Participating in continuous improvement initiatives within Customer Service and taking part in projects when relevant

• To always act in a responsible manner to avoid risk to self or to the company and comply with the workplace safety and health and security policy.

• Undertake any relevant tasks as may be directed by the superior from time to time.

Qualification & Skills:

• Academic degree in business administration or similar

• Minimum 3-5 years of work experience in customer service or order processing department

• Reporting skills

• Service and detail orientated

• Solid understanding of product and service portfolio

• Solid understanding of early stage drug development and more specifically experience of working with large molecules and biosimilars is desirable

• Good communication and teamworking skills

• Proven software skills, e.g. Microsoft Office, SAP, SFDC and any field management software

• Fluent in English

*See attached*