Project Lead, Customer Services, Supply Division

2 weeks ago

Tampines, Singapore International SOS Full time

**About the role**:
International SOS Supply is dedicated to saving lives and contributing to the overall improvement of health in the remotest corners of the world. Be that on land, air, or water. We achieve this by providing the right medical supplies precisely when and where they are needed. Fostering healthier communities and saving lives where it matters most. International SOS Supply supports clients in the aviation, yachting, maritime, oil and gas, government and NGOs, energy, mining, and infrastructure sectors.

The Project Lead is the primary client point of the RFQ, client proposal, order and delivery management process. He/She provides clients with an excellent customer service experience throughout the client journey. The role is an integral part of the growing region and requires a high level of cross-functional coordination to meet and exceed client expectations.

**Key responsibilities**:
Account Management
- Be the main contact person for Key Account/s as defined and Sales Order Generation with the objective to provide outstanding customer service.
- Maintain and develop positive business relationships with both internal and external clients.
- Support RFQ and bid management activities as part of the tender committee.

Opportunity Lead & Order Management

Manage overall order management process for both internal and external clients to ensure 90% OTIF through (but not limited to)
- Ensuring accurate & timely quotations in compliance with procedure, 95% quote on time
- Accurate, timely and complete transaction management in the ERP system
- Perform pricing activities while considering gross margin expectations, targeted market competition rates to ensure effective sales capture
- Ensure pro-active and continuous client communication to provide order status acknowledgement and delivery progress
- Assist when required sourcing, procurement and supplier management activities for timely inbound and product deviation/exception management
- Assist when required regional shipments arrangements, inclusive of freight management, forwarder negotiation and understanding of local countries’ import requirements
- Coordinate delivery, documentation, and communication with 3PL; Fulfilment Centers
- Ensure appropriate pre
- and post-shipment requirements are coordinated, completed, and communicated accordingly.
- Actively focus on cleaning of any back orders (if any) within shortest possible lime
- Lead timely and effective problem resolution to clients' enquiries in collaboration with any internal or external party

Product Knowledge Support
- Propose product substitutes to client so as to have full quote within expected delivery timeline
- Support in performing quality check on manufactured kits as well as in performing internal and external audits

**About you**:

- Degree in logistics, distribution, warehousing, project management, supply chain services, lead six sigma or similar will be well regarded
- Min 2 years of relevant client servicing experience. Prior experience in medical wholesale/ freight forwarding industry is preferred.
- Strong customer service and order management skills
- Must possess excellent customer service skills (internal and/or external customers)
- Demonstrates the ability to audit data for entry accuracy and recognize inconsistencies with output
- Proven ability to work independently
- Demonstrates effective attention to detail
- Possess problems solving skills to anticipate and develop alternative plans to ensure satisfactory delivery of supplies in accordance with contract terms
- Proven proficiency with alpha-numeric data entry skills which include rapid and accurate entry
- Knowledge of medical equipment and supply chain (preferred)
- Excellent communication skills both verbal and written
- Excellent project management skills
- Ability to work in a matrix, multicultural and global organisation
- To think laterally and act through reasoned decision making

**Benefits**:

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