Customer Service Supervisor

1 day 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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