Customer Service Specialist

2 weeks ago

Singapore COCHLEAR LIMITED (Singapore Branch) Full time
Roles & Responsibilities

Healthcare industry *On site work arrangement required due to customer facing roleOrder 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

Tell employers what skills you have

CRM
Healthcare Industry
Troubleshooting
Hospitals
Oracle
Inventory
ERP
Logistics Management
Office Administration
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