Customer Service Supervisor

5 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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