Customer Service Specialist

**JOB DESCRIPTION:** -------------------- 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)