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Team Lead, Customer Service APAC

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Date: Jun 22, 2022

Location: Singapore, SG

Company: Terumo BCT, Inc.

Requisition ID:  28922  

 

At Terumo Blood and Cell Technologies, our 7,000+ global associates are proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

 

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.

 

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Consider joining our team and unlock your potential.

 

JOB SUMMARY

This position manages and drive the end to end Order-To-Cash (OTC) sales order entry and fulfilment process, handling cross-functional interactions, ensuring customer satisfaction and meeting internal requirements.

 

ESSENTIAL DUTIES

  • Supervises and manages a team of 2 associates in the region to drive the OTC process, which includes developing team/individual KPI’s, coaching and continuous performance management
  • Develops and maintains successful relationship with internal and external customers across the functions to meet customer requirements in a timely and high-quality manner
  • Ensures sufficient product flow to customers in region, in alignment with corporate Sales, Inventory and Operations Planning (SIOP) processes and strategies that meet On-Time Shipment objectives
  • Leads and participates in cross-functional projects
  • Champion change in support of continuous improvement projects
  • Ensure that proper metrics are designed and understood to drive standardization and continuous improvement
  • Accountable for team’s day to day operations and leads month end tasks across the team
  • Provide root cause analysis and resolutions for customer complaints relating to Customer Service and Logistics
  • Supports audit requirements
  • Manages the documentation of Standard Operating Procedures (SOP) and ensures that tasks are executed according to established Work Instructions (WIN)
  • Provides support on regional logistics projects and initiatives that will drive improvements, savings and value creation for the overall supply chain and APAC logistics performance
  • Manage and safekeep of distributors and Customer Service related contracts.

 

CUSTOMER SERVICE

  • Subject matter expert for all current and future systems and processes used in the Order-To-Cash (OTC) and Master Data (MD) environment in APAC
  • Monitor order volume and team workflow, manage customer satisfaction, and identify process improvement activities to maintain service levels and ensure consistency in process
  • Aligns with global OTC policies and processes, drive improvements and implement relevant changes to local processes and ensure process compliance by team
  • Responsible for end to end customer order management in countries, ensure On Time Shipment to customers are met
  • Follow up diligently with logistics team at supply plants and forwarders to ensure shipping documentations are correct and shipments are processed timely and compliantly
  • Initiate necessary actions to resolve any customer claims or complaints, including processing customer returns or credit notes and follow up with logistics / quality for resolution
  • Drive backorder tracking and On Time Shipment KPI
  • Monitor customer backorders and provide timely updates and communications to customers
  • Work with Commercial and customers on prioritization of orders in case of allocations, balancing SIOP (Sales, Inventory  and Operations Planning) forecasts with demands
  • Develops and maintains successful relationship with external and internal customers across the functions to meet customer requirements in a timely and high-quality manner
  • Be the backup support for ANZ customer service team.

 

 

MINIMUM QUALIFICATION REQUIREMENTS

 

Education

  • Bachelor’s degree in Supply chain, Business Management or equivalent

 

Experience

  • Minimum 8 years of cumulative experience in supply chain, customer service & distribution, preferably in the medical device industry or similar regulated environment
  • Experience in/demonstrated knowledge of Customer Service management practices.
  • Experience in import/export documentation and Letter of Credit shipment requirements
  • SAP system expertise

 

 

Skills

  • Proven managerial abilities demonstrated by developing, coaching and training others in a matrix organizational setting
  • Subject matter expertise in SAP processes and transactions, specifically in S&D/OTC.
  • Strong knowledge of customer service and logistics processes such as international shipping and incoterms
  • Ability to prioritize, organize, and multitask in a flexible, fast-paced and challenging environment
  • Demonstrate ability to effectively develop process, program improvement opportunities across functional and regional boundaries
  • Ability to assist in problem diagnosis and solution recommendation through teamwork and other analytical techniques.
  • Demonstrated ability to communicate effectively both verbally and in writing
  • Service minded, flexible, team player and self-motivated

 

 

 

  • Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
  • In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
  • We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
  • We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
  • Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
    • Respect – Appreciative of others
    • Integrity – Guided by our mission
    • Care – Empathetic to patients
    • Quality – Committed to excellence
    • Creativity – Striving for innovation


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