International Diagnostics Project Coordinator

4 days ago

Singapore ZOETIS SINGAPORE PTE. LTD. Full time

**Role description**

As an International DX Project Coordinator, you provide project management expertise to cross-market, cross-functional Diagnostic teams to ensure execution of operational objectives. You will collaborate with team leads and manager in the market for the effective communication of strategy decisions and the resolution of ongoing project dynamics to result in seamless execution of projects. These projects can be finance/SCL/commercial/related but will all contribute to an increased customer care experience for our customers in market.

**Key Accountabilities**:

- The International DX Project Coordinator drives continuous outstanding improvements in Customer Care Experience and Processes across multiple stakeholder’s organizations.
- Will support through process improvement projects international sales objectives as well as support revenue for key growth products across international geographies.
- Will support the successful launch of new product offerings, improve service performance, share best practice with markets.
- Identifying and implementing ways to improve the service and/or resolve problems.
- As a member of ZOETIS International Customer Care Organization, this role will work extensively with cross-functional teams for process improvements, continuous customer-centric innovation and excellence of all aspects of customer’s end-to-end journey, customer care team performance and business added value delivery.
- With market coordinators and managers ; identify ongoing operational and technical issues, facilitate discussions with team leadership and recommend possible resolutions.
- Contribute to continuous improvement within the discipline by sharing best in practice techniques and processes with peers.
- Monitor and improve “Master Data” inefficiencies related to the customer care process.
- Audit and improve financial flows like “Warrant process and Repair invoicing process”.
- Responsible for all kind of SAP testing.
- Monitoring the efficiency of SC related topics as UNBW inventory/transportation/shared stock/in order to secure an excellent customer care experience with our customers.
- Secure all Customs or Export related processes.

A key success factor for this role will be:

- Establish with the markets an excellent customer care experience with our customers.
- Engage and collaborate with relevant in market colleagues in order to improve processes or keep projects on track.
- Drive resolution.

This position reports directly to DX Operation & Process Improvement Lead.

**Preferred Qualifications and Education**
- A Bachelor’s or master’s degree in a commercial related field
- Minimum of 5 years project management experience using formal project management methodologies.
- Must be able to effectively communicate with staff at all levels of the organization.
- Strong commitment to service and understanding of the end to end customer care
- Ability to prioritize tasks and projects and to work at a fast pace while ensuring the high level of quality that is expected
- Ability to work independently while fostering good working relationships across physical distance and have flexibility and the capacity to handle multiple tasks at once.
- Flexibility to changing methods and technologies
- Customer-centric satisfaction mindset
- Negotiation and conflict resolution abilities
- Knowledge of Health Care industry and commercial processes.
- Fluent in English

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