Customer Service Specialist (Customer Care)

Careers that change Lives

Support Supply Chain operations to ensure that order of finished product supply to meet business growth objectives for the business units assigned in Vietnam


A Day in the life

• Executes Order Fulfillment for the local market and ensure that customers (internal & external) are serviced promptly & accurately.
• Customer orders are to be processed within the day & invoiced within 48 hrs.-order lead time
• Follow up with local Broker to ensure they can clear out & deliver the X-dock shipment to Distributor warehouse in the same day with invoicing date.
• Stock movement to be updated into the system on the same day information was received.
• Attend to incoming calls promptly and ensure that SCM voice mails are to retrieved daily & actions to be followed up according to duty rooster.
• Ensure customers receive products accurately & in a timely manner. Resolve daily delivery issues with Logistic Coordinator.
• Resolve customer complaints & issues effectively by being the focal person in driving for solutions. Ensure a timely reply to customers on their complaints.
• Optimize/minimize local working inventory in warehouse and hospitals’ consignment by working with Sales Coordinator to arrive at agreed upon inventory levels & thereafter topping up further consignment not exceeding set limits. (Par Management)
• Collaborate with the Local/Regional Planning Team and Sales Team to drive down overall obsolete and excess inventories.
• Work closely with respective business unit Sales Coordinator to ensure consignment stocks are counted regularly & variances updated & written off within 3 working days.
• Provide reports/ order fulfillment related information on a regular basis or as needed, in a timely manner.
• Support teams and other internal/external customers with resolutions on complex Issues and disputes, related to orders, billings and customer care order fulfilment processes
• Ensure system and operation transactions in compliance with local law, regulatory taxation as well as Medtronic’s Corporate policies.
• Perform Back up / standby duties as needed
• Represents company to external and internal customers, answers product-related questions, traces lost shipments, interprets and clarifies customer orders for the shipping department, takes orders or registrations, and when necessary may connect customers to appropriate support or field staff.
• May manage web-based ordering or registrations, confers with management regarding customer credits, returns goods for credit, identifies quality assurance complaints, and writes price differentials on mail orders.
• May approve allocation of stock in short supply, special price quotations and bids, pricing allowances, deductions and adjustments.
• May manage inventories at customer facilities using EDI (electronic data interchange), forecasting, replenishment and inventory systems, focusing on stock and allocation issues to maximize service levels.

Attributes

• Team player, friendly, positive and driven
• Good communication, presentation, conference call skills in cross-functional and leadership settings
• Ability to work under pressure and constraints while uphold the quality, integrity and compliance
• Highly organized, detail oriented and autonomous with aptitude in problem solving
• Process and result driven with holistic, multi-disciplinary point of view

Nice to Have

• Advance in MS Excel and PowerPoint. Proficient in other Microsoft Office Suites.
• Extensive knowledge of any commercial ERP applications (JDE, SAP, etc) in Sales Order Processing / Order to Cash Module.
• Working knowledge in end-to-end supply chain functions and commercial operations
• Expert in order fulfilment, customer facing interactions, logistics and distribution including import/ export requirements, shipping terms and shipping documents. Familiar with cross-function handoff and collaborations.
• Excellent in time management, project management, and prioritization on multiple tasks
• Ability to analyze, communicate and drive the metrics at ease at different level of hierarchy
• Enjoy coaching, training, and best practicing sharing among all experience levels
• Proven evidence of Medtronic Traits:
o Shape:
Understand the business, analyze issues and connect to strategic directions
o Engage:
Collaborate with others, develop self and embrace diversity and inclusion
o Innovate:
Understand impact on patient and customer, generate idea and embrace change
o Achieve:
Set challenging goals, enable operational excellence, maintain accountability and model ethical behaviors


Must Have

Bachelor degree in Business, Engineering, Logistics, Supply Chain or significant experiences in customer services or similar roles. Minimum 4+ year of working experience in Customer Service, Supply Chain or 2+ years in operations and process improvement or management roles.


Working Environment/ Conditions:

May have to work on weekends and on standby

- Bonus plans
- Healthcare for you and family
- Training and education programs

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