JOB DESCRIPTION:
Customer Service Specialist
Reports to: Team Leader, CS Operations
Location: Taguig, Metro Manila
Role summary
You will lead day-to-day international customer service operations for affiliates and distributors, owning the order-to-cash flow from order entry through order shipment. You will manage shipments and trade documentation and act as the primary liaison among customers, Affiliates, Sales, Quality, Master Data, Warehousing/Supply Chain and Finance. You will follow a standardized processes to reduce risk, and deliver measurable improvements to service, compliance, and cost.
Scope of responsibility
- Process ownership: Order entry, order management, order allocation and shipment. Export compliance checks, document pack creation, shipment coordination, POD capture, returns (RGA), credits/debits, and customer communication.
- Interfaces: Affiliates, Sales, Master Data, Warehousing/Supply Chain, Trade/Customs, Finance, Purchasing, Vendors, carriers/forwarders.
- Systems: SAP (or equivalent ERP) and BI dashboards.
Duties and Responsibilities
Operational Task
- Manage order-to-cash activities: order entry, open order management, order allocation through shipment, and status updates in SAP per SOPs.
- Review and submit inclusion requests to meet in-country regulatory requirements.
- Review daily backlog and clear delivery/billing/incomplete blocks. Maintain accurate dates and priorities.
- Adhere to compliance and regulatory guidelines in customer setup and ongoing support.
- Resolve customer issues received via email regarding pricing, inventory availability, terms, and delivery.
- Investigate, coordinate, and process Return Goods Authorizations (RGAs), credits, and debits following reported product or service issues, document root cause and corrective action.
- Route customer inquiries into the appropriate resources and track to closure.
- Work cross-functionally to maintain accurate data in SAP; complete transactions and status updates in a structured, accurate, and compliant way to support consistent reporting across the organization.
- Stay current on products, inventory levels and allocations, to provide accurate information to customers and stakeholders.
- Keep manager informed of material changes, issues, and risks across customer accounts; escalate by playbook.
- Maintain and update customer profile sheets (factsheets) and special requirements.
- Act as the primary liaison among customers, International Affiliates, Sales, and GBS, coordinating cross‑functional collaboration to resolve issues and improve customer experience.
- Partner with Quality, Master Data, Warehousing/Supply Chain, and Finance to meet specific customer requirements and shipping priorities.
- Prepare required documentation and communications for shipments to meet destination-country customs requirements.
- Coordinate shipments to and from Legal Manufacturer, supplier, Warehouses, and international locations; monitor progress through delivery.
- Maintain an ongoing relationship with commercial teams; flag order and customer issues, anticipate upcoming orders or changes, and align shipping priorities at month and quarter end.
Trade and documentation
- Create and verify commercial invoices and document packs per destination requirements (e.g., COO, packing list).
- Perform export checks and partner with Trade/Customs on hold. Prevent errors through pre-shipment reviews.
- Audit document accuracy and drive corrective and preventive actions with vendors and warehouses.
Vendor and carrier performance
- Gate ship approvals were required; Share customer approval to Purchasing before vendor ships.
- Coordinate shipments, request shipment booking with approved carriers, and monitor on-time pickup/delivery and POD.
Customer experience and issue resolution
- Serve as primary liaison for customers and Affiliates. Provide proactive updates on at-risk orders or holds.
- Investigate and process RGAs, credits, and debits. Close the loop with stakeholders on root cause and fixes.
- Maintain customer profiles and special requirements. Keep communications clear, timely, and complete.
Process standardization and continuous improvement
- Use dashboards for backlog, cycle time, and document accuracy. Utilize weekly metrics and month-end summaries.
- Partner with Masterdata on data quality. Drive fixes to master data, pricing, and customer set-up that cause order blocks.
Governance and controls
- Execute Quality System processes for existing QMS and maintain auditable records.
- Comply with regulatory, trade, and company policies in customer set-up, documentation, and shipment execution.
- Maintain clean, complete SAP transactions to support accurate reporting and financial controls.
Key performance indicators
- Customer Service Order Processing Accuracy
- Customer Service Controlled Order Release
- Order cycle time and backlog aging
- Customer Survey Satisfaction
Qualifications
Education: Bachelor’s degree required
Experience: 3 - 7 years in customer service, order management, logistics, or export/trade documentation; healthcare preferred.
Systems: Proficiency in SAP or equivalent ERP; MS Excel, Word, Outlook; exposure to BI tools.
Skills: Operational judgment, problem solving, time management, clear written and verbal communication, and customer focus.
Work hours: Willing to support APAC /EU and U.S. coverage windows, including weekend shift when required.
The base pay for this position is
N/A
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
RMDx Rapid and Molecular Diagnostics
LOCATION:
Philippines > Taguig City : Five/Neo Building
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Not specified
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
