Customer Service Supervisor

4 days ago

Singapore ZOLL MEDICAL SINGAPORE PTE. LTD. Full time

Work location : Singapore, Tai Seng Overview: We are seeking an experienced and driven Customer Service Supervisor to lead our customer service team in delivering outstanding support to healthcare professionals, distributors, and end-users of our medical devices. The ideal candidate will have a strong understanding of regulatory and quality frameworks (e.g., GDPMDS, ISO 13485), along with a passion for team leadership and operational excellence.Essential Functions Supervise and support the daily operations of the customer service team, including training, coaching, and performance management Oversee accurate and timely order processing, delivery coordination, invoicing, and documentation Manage customer inquiries, product complaints, returns, and after-sales support in compliance with regulatory requirements and company SOPs Ensure adherence to GDPMDS, ISO 13485, and other applicable quality standards Collaborate with sales, logistics, regulatory, and quality teams to resolve escalations and drive customer satisfaction Validate PO pricing, discounts, product registration, and enter orders into the Oracle system Analyze service metrics and generate reports to identify trends and opportunities for improvement Participate in internal and external audits related to customer service processes Manage product returns, warranty claims, and replacements in accordance with company policy Support process improvement initiatives and cross-functional projects Build and maintain strong working relationships with Country Sales Managers to enhance customer satisfaction Required/Preferred Education and Experience Diploma in Business Administration, Life Sciences, Healthcare Management, or a related field Certification in Customer Service, GDPMDS, or Quality Management Systems (QMS) is a plus 3-5 years of customer service experience, preferably in the medical device, pharmaceutical, or healthcare industry 2-3 years of supervisory or team lead experience in a customer service or order fulfillment function Familiarity with GDPMDS, ISO 13485, and HSA regulatory requirements (preferred) Proficiency in ERP/CRM systems such as Oracle, SAP, or Salesforce Strong Microsoft Office skills, especially in Excel, Word, and Outlook Knowledge, Skills and Abilities Strong leadership and team management abilities Excellent communication and interpersonal skills Detail-oriented, well-organized, and able to work under pressure in a regulated environment Proactive in problem-solving and process improvement Committed to high standards of professionalism and customer care

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