Manage inbound, outbound and customer services for SLH – enhance customer experience of all hospitals serviced. Responsible to work with the customer service team to meet applicable customer service KPIs
Outbound related quality and compliance – Ensure proper documentation of processes (SOP/ WIs) and exceptions/ changes (NCR/CAPA)
Driving improvement for SLH operation to enhance the customer experience ( internal and external stakeholders)
Duties and Responsibilities:
Outbound orders management – overall coordination internal stakeholders
Daily update and tracking of completed and pending orders with reasons to the delay (whenever applicable).
Exception Management – urgent orders and system/process related exceptions management for outbound processes
Manage & pre-empt supply chain events which can impact delivery services.
Responsible for meeting outbound targets with KPIs responsibility over OTS, OTB, Backorder management, %age shipment accuracy – Excess/ shortage/ damage.
Maintain & periodically update process documentation for existing and new outbound processes (SOP/WIs)
Distribution Complaints Management:
Customer Complaints Handling: complaint logging, following up with operation team investigation and Complaint Closure.
Internal stakeholder complaints management and driving the closure of each of the concerns by the internal stakeholders
Working with 3PL to publish complaints dashboard
Quality & Compliance Activities –
Work with quality team to meet quality requirements in Inbound and Outbound process
Work on creation, change management and timely closure of all quality related actions. e.g. SOP, WI, NCR, Change control
Degree/Diploma in a relevant discipline
3 to 5 years of experience in supply chain related discipline with proven record of customer service
Strong Customer service, sense of urgency skills; proven track record of delivering against deadlines. Excellent collaborative skill. Ability to work locally, across businesses, sectors, and functions.
Excellent understanding of the order processing & customer service processes
Strong written and verbal communication and presentation skills.
Strong analytical ability
Understanding of end to end supply chain processes and Supply Chain KPIs.
External interactions may include customers, industry partners, third-party distribution centers and suppliers, transportation providers, and customer service center vendors.
Johnson & Johnson Pte. Ltd. (8435)