Customer Service Analyst

Primary Function

Responsible for end to end order customer fulfillment from consolidating and placing orders to source DC, tracking and following up of shipment and timely billing to customer. Coordinate instrument shipment for placements and to ensure timely installation.

Main Responsibilities

1. Consolidate orders to place with source DC according to the ordering timeline
2. Tracking of backorder and next stock availability
3. Track and monitor the entire shipments from source or forwarder on its arrival time. Escalate to manager and Comm’l on any delay or potential delay
4. Timely Goods Receipt, billing and send invoices to distributors and customers
5. 1st point of contact for customer/distributor on shipment status and to resolve issues or shipment discrepancy
6. Issue complain log to source DC for any order/shipment related complaint requiring investigation and resolution
7. Ensure import documentation are in compliance with Global Trade Compliance and assist in routine audits
8. Coordinate timely with Planning team for any item master creation needed to avoid delay in placing orders
9. Responsible to initiate Change Request to Master Data team for new customer master creation or revision in SAP
10. Assist with Post Shipment Checklist and update Global Duty Spend reporting
11. Maintain and publish monthly service level metrics and automate reporting
12. Maintain eFOC database and IRF (for Malaysia market only)
13. Support Area on continuous improvement program to drive efficiency and Gross Margin Improvement related to Customer Service
14. Regular review and provide feedback to managers to any process gaps on Customer Service playbook to keep it up to date against actual process
15. Ensure all workflow and processes adhere to Abbott OEC policy and procedures

Qualifications

1. At least 3 years working experience in order fulfillment and logistics import/export operations of global healthcare, medical device, pharma or FMCG with 1-2 years in a regional cluster
2. Candidates with 4-5 years relevant working experience will be considered as Customer Service Specialist
3. Experience using SAP is a plus
4. Experience in import/export logistics, warehouse/distributor operation and Letter of Credit
5. Proactive, strong interpersonal and communication skills in multi-cultural environment
6. Passionate, self-driven & can do attitude
7. Proficient in reading and writing of English with multilingual of other Asian languages is a plus
8. Computer literacy. Strong in MS Excel and PowerPoint