Date: Jun 25, 2024
Location: Singapore, 01, SG
Company: Teleflex
Position Summary
The incumbent is fully responsible for the on-site management of the Customer Service Department, to effectively meet monthly Sales Revenue targets (for assigned regions). This includes ensuring on-time delivery in full and expediting shipment with Supply Chain team and Distribution Centers.
Principal Responsibilities
People Management Manage daily coaching, mentoring and technical assistance for Customer Service Representatives. Lead day to day operations and foster a positive and open working environment
Established Goals - Setting clear mission and deploy strategies for the Department
Staffing & Scheduling Manage resources to maximize productivity of the Customer Service team to meet demand. Participate in day-to-day activities as and when needed to support team and ensure smooth operations.
Problem Resolution Use problem-solving skills to resolve operational issues effectively
Performance review Provide feedback to Customer Service Representative to address performance gaps and offer coaching
Training Manage a process that delivers guidance and continuous training opportunities.
Intercompany Relationships - Demonstrate perseverance and enthusiasm in partnering with the Sales, Marketing, Finance, Quality, Manufacturing and Supply Chain departments, always with the best interest of the customer in mind.
Department Objectives - Manage department objectives to meet service level in areas such as Order timeliness, Backorder, OTIF (On-Time-In-Full) and Service Errors.
Compliance - Adhere to and ensure the compliance with the companys code of conduct and all Company policies, rules, and procedures within customer service.
Representation - Represent Customer Service in customer, external or internal audits
Support and Leadership - Support Supply Chain Lead in local/regional projects when necessary and lead Customer Experience related projects when required.
Other duties Perform other ad-hoc duties as assigned by Management
Education / Experience Requirements
Minimum Bachelor in Business/Logistics/Supply Chain Management or equivalent
At least 5 years relevant experience in order fulfilment/management in a fast-paced environment, preferably with regional exposure.
Team lead and people managed preferred
Excellent verbal, written communication and interpersonal skills
Good knowledge and hands-on experience in ERP system (SAP ECC) is a must.
Microsoft office (Powerpoint and Excel) experience preferred.
Visio and Power Query or BI experience is an advantage.
Strong Analytical skills, efficient, deadline-oriented and able to work under pressure
Possess problem solving skills and ability to exercise good judgment acumen
Self-motivated and ability to thrive in a dynamic or high-pressure environment.
Both customer and process oriented; capable of satisfying customer needs while following processes and complete transactions in a financially and legally compliant manner.
A good team player and can work independently with minimum supervision
Medical device/Pharmaceutical / Life Sciences industry preferred
Candidate must be willing to travel when required
Specialized Skills / Other Requirements
Good interpersonal and communication skills
Ability to work with individuals at all levels
Strong team player attitude
Ability to work diligently and meet datelines
Self-motivated and able to successfully perform tasks independently under minimum supervision
Working Conditions / Physical Demands
