Customer Service Specialist

CS Team Position Summary

In CS team, this position is responsible for MAKO&Shoulder's CS activity as a key contact person between commercial team and customers.

Role & Responsibility

Order management:

• Processing orders via WOS (Web Ordering System) & JDE, this covers everything from a point of receiving an order right through to delivery and invoicing as well as dealing with relevant returns.
• Manage back-orders and follow up with relevant parts to ensure on-time delivery.
• Work in collaboration with finance related to customer code, price, and credit hold.
• Support direct business for replenishment and issue tax invoices monthly.
• Provide accurate documentation of special discount.
• Work closely with Logistics, Planner and 3PL to ensure timely shipment of goods.
• Resolves system issues with global service team.
• Ensure customer files are updated with the relevant information on a regular basis.
• Lead communication with stakeholders regarding supply schedule.
• Sample and Demo order handling

Inventory management:

• Long-term consignment stock in & out via ERP system.
• Stock transfer / Lot control
• Exchange expired goods of consignment on a monthly basis
• Support annual stock counting including inventory data validation, discrepancies, billing.
• Handles nonconforming items refers to a quality (defected, expiration date, lost and damages).

Customer Service:

• Respond promptly to customer inquiries.
• Acknowledges and resolves customer complaints.
• Compile with customer complaints related to order to delivery.
• Train system, process for internal & external customers

Process management:

• Manage standardized process in accordance with ISO13485 with QA

Education & special trainings:

• Strong written and verbal communication skills
• Excellent organizational and multitasking skills
• A team player with high level of dedication

Qualifications & experience:

• 1–3 years CS/OTC in medical devices or healthcare distribution (intern/contract acceptable).
• JDE (or equivalent ERP) hands-on; strong Excel skills.
• Detail-oriented, customer-centric, problem solver; thrives under time pressure.
• Good command of English in writing and speaking
• Willing to change and passion for continuous improvement

Physical & mental requirements:

• Require problem-solve
• Ability to work under pressure
• Positive attitude
• Customer orientation and ability to adapt/respond to different types of characters