Customer Service Specialist (Work onsite - Novena area)
Healthcare industry
*On site work arrangement required due to customer facing role
Order management - Singapore market
- Handle order request/clarification from customers (hospitals/clinics), order entry, pick, pack and ship - tracking order status with CRM (Salesforce Health Cloud) and follow up in Oracle for fulfilment / billing.
- Partner with Malaysia Shared service team on 90% tasks related to a) order management, b) service contract/request, c) device registration process on timely manner
- Reporting of Weekly order summary on Singapore sales to date for month with line of sight of orders received.
- Endorsement of public hospitals invoices and upload to goverment portals to ensure Accounts Receivable - (AR) settlement is in government portal pipeline.
Customer Service Support at Care Center
- Provide quality customer experience to candidate/recipients - attend to incoming calls/messages for appointment booking or enquiries, basic troubleshooting, redirect sales calls, conduct accessories sales onsite for walk ins.
- Support field team on service repairs, billing for on the air plan (OTAP warranty), warranty replacement on site for walk ins.
- Log service request in Salesforce HealthCloud and Oracle, as needed.
Inventory and logistics management
- Ensure optimal inventory level of sales stocks and replacement units (PE stocks),
- Adopt proper stock hygiene practices (F.I.F.O, cycle count, annual stock take, organise ware house and proper logistics management with goods receipt procedure)
- Coordinate with APAC logistics for returns management, implants re-sterilisation, consolidate faulty devices to APAC warehouse under track-wise.
Additional tasks / support - on need to basis
- Support User acceptance test (UAT) for new product launches (as required) with preparation work including internal requisition, warehouse storage locator and product readiness to sell.
- Regulatory: Support Singapore and Malaysia Internal audits annually with Quality teams.
- Office administration: office supplies replenishment, logistics support for events (prepare refreshments and site as needed), IT support coordinator - eg. printer, any other ad hoc duties related to office space.
- Business partner in process improvements projects such as ERP implementation, to provide feedback, practical recommendations to improve existing process, achieve cost savings and being hands on.
- Order management coverage of distributor markets - may be rotated on need to basis with other specialist onsite at an appropriate time in future.
Job Requirements
- GCE A level, ITE Holder, Diploma or equivalent in Business Administration or Information Technology/Systems.
- 2-3 years work experience in customer service, logistics.
- Experienced in Oracle or SAP (or other similar ERP) is preferred
- Experienced in Salesforce HealthCloud is an advantage.
- Excellent communication and interpersonal skills is required; mandarin speaking is added advantage due to interactions requirements with some customers who are only mandarin speaking.
- Ability to deal with ambiguity, prioritize deliverables and work effectively in a team environment.
- Candidates with open mindset, strong analytical skills, exposure to other similar work context and proven track record with technical and problem solving skills will be highly considered.
- This is a hands on role and requires successful applicant to work full time on site 5 days a week (Monday to Friday).
Benefits:
- This is a business in Healthcare industry, be part of our team to drive positive impact in the market place.
- Financial stable company
- Friendly work environment
Healthcare industry
*On site work arrangement required due to customer facing role
Order management - Singapore market
- Handle order request/clarification from customers (hospitals/clinics), order entry, pick, pack and ship - tracking order status with CRM (Salesforce Health Cloud) and follow up in Oracle for fulfilment / billing.
- Partner with Malaysia Shared service team on 90% tasks related to a) order management, b) service contract/request, c) device registration process on timely manner
- Reporting of Weekly order summary on Singapore sales to date for month with line of sight of orders received.
- Endorsement of public hospitals invoices and upload to goverment portals to ensure Accounts Receivable - (AR) settlement is in government portal pipeline.
Customer Service Support at Care Center
- Provide quality customer experience to candidate/recipients - attend to incoming calls/messages for appointment booking or enquiries, basic troubleshooting, redirect sales calls, conduct accessories sales onsite for walk ins.
- Support field team on service repairs, billing for on the air plan (OTAP warranty), warranty replacement on site for walk ins.
- Log service request in Salesforce HealthCloud and Oracle, as needed.
Inventory and logistics management
- Ensure optimal inventory level of sales stocks and replacement units (PE stocks),
- Adopt proper stock hygiene practices (F.I.F.O, cycle count, annual stock take, organise ware house and proper logistics management with goods receipt procedure)
- Coordinate with APAC logistics for returns management, implants re-sterilisation, consolidate faulty devices to APAC warehouse under track-wise.
Additional tasks / support - on need to basis
- Support User acceptance test (UAT) for new product launches (as required) with preparation work including internal requisition, warehouse storage locator and product readiness to sell.
- Regulatory: Support Singapore and Malaysia Internal audits annually with Quality teams.
- Office administration: office supplies replenishment, logistics support for events (prepare refreshments and site as needed), IT support coordinator - eg. printer, any other ad hoc duties related to office space.
- Business partner in process improvements projects such as ERP implementation, to provide feedback, practical recommendations to improve existing process, achieve cost savings and being hands on.
- Order management coverage of distributor markets - may be rotated on need to basis with other specialist onsite at an appropriate time in future.
Job Requirements
- GCE A level, ITE Holder, Diploma or equivalent in Business Administration or Information Technology/Systems.
- 2-3 years work experience in customer service, logistics.
- Experienced in Oracle or SAP (or other similar ERP) is preferred
- Experienced in Salesforce HealthCloud is an advantage.
- Excellent communication and interpersonal skills is required; mandarin speaking is added advantage due to interactions requirements with some customers who are only mandarin speaking.
- Ability to deal with ambiguity, prioritize deliverables and work effectively in a team environment.
- Candidates with open mindset, strong analytical skills, exposure to other similar work context and proven track record with technical and problem solving skills will be highly considered.
- This is a hands on role and requires successful applicant to work full time on site 5 days a week (Monday to Friday).
Benefits:
- This is a business in Healthcare industry, be part of our team to drive positive impact in the market place.
- Financial stable company
- Friendly work environment