Customer Service Specialist

Job description

JOB DESCRIPTION: You will lead day-to-day international customer service operations for affiliates and distributors, owning the order-to-cash flow from order entry through order shipment. You will manage shipments and trade documentation and act as the primary liaison among customers, Affiliates, Sales, Quality, Master Data, Warehousing/Supply Chain and Finance. You will follow a standardized processes to reduce risk, and deliver measurable improvements to service, compliance, and cost. Scope of responsibility Process ownership: Order entry, order management, order allocation and shipment. Export compliance checks, document pack creation, shipment coordination, POD capture, returns (RGA), credits/debits, and customer communication. Interfaces: Affiliates, Sales, Master Data, Warehousing/Supply Chain, Trade/Customs, Finance, Purchasing, Vendors, carriers/forwarders. Systems: SAP (or equivalent ERP) and BI dashboards. Duties and Responsibilities Operational Task Manage order-to-cash activities: order entry, open order management, order allocation through shipment, and status updates in SAP per SOPs. Review and submit inclusion requests to meet in-country regulatory requirements. Review daily backlog and clear delivery/billing/incomplete blocks. Maintain accurate dates and priorities. Adhere to compliance and regulatory guidelines in customer setup and ongoing support. Resolve customer issues received via email regarding pricing, inventory availability, terms, and delivery. Investigate, coordinate, and process Return Goods Authorizations (RGAs), credits, and debits following reported product or service issues, document root cause and corrective action. Route customer inquiries into the appropriate resources and track to closure. Work cross-functionally to maintain accurate data in SAP; complete transactions and status updates in a structured, accurate, and compliant way to support consistent reporting across the organization. Stay current on products, inventory levels and allocations, to provide accurate information to customers and stakeholders. Keep manager informed of material changes, issues, and risks across customer accounts; escalate by playbook. Maintain and update customer profile sheets (factsheets) and special requirements. Act as the primary liaison among customers, International Affiliates, Sales, and GBS, coordinating cross‑functional collaboration to resolve issues and improve customer experience. Partner with Quality, Master Data, Warehousing/Supply Chain, and Finance to meet specific customer requirements and shipping priorities. Prepare required documentation and communications for shipments to meet destination-country customs requirements. Coordinate shipments to and from Legal Manufacturer, supplier, Warehouses, and international locations; monitor progress through delivery. Maintain an ongoing relationship with commercial teams; flag order and customer issues, anticipate upcoming orders or changes, and align shipping priorities at month and quarter end. Trade and documentation Create and verify commercial invoices and document packs per destination requirements (e.g., COO, packing list). Perform export checks and partner with Trade/Customs on hold. Prevent errors through pre-shipment reviews. Audit document accuracy and drive corrective and preventive actions with vendors and warehouses. Vendor and carrier performance Gate ship approvals were required; Share customer approval to Purchasing before vendor ships. Coordinate shipments, request shipment booking with approved carriers, and monitor on-time pickup/delivery and POD. Customer experience and issue resolution Serve as primary liaison for customers and Affiliates. Provide proactive updates on at-risk orders or holds. Investigate and process RGAs, credits, and debits. Close the loop with stakeholders on root cause and fixes. Maintain customer profiles and special requirements. Keep communications clear, timely, and complete. Process standardization and continuous improvement Use dashboards for backlog, cycle time, and document accuracy. Utilize weekly metrics and month-end summaries. Partner with Masterdata on data quality. Drive fixes to master data, pricing, and customer set-up that cause order blocks. Governance and controls Execute Quality System processes for existing QMS and maintain auditable records. Comply with regulatory, trade, and company policies in customer set-up, documentation, and shipment execution. Maintain clean, complete SAP transactions to support accurate reporting and financial controls. Key performance indicators Customer Service Order Processing Accuracy Customer Service Controlled Order Release Order cycle time and backlog aging Customer Survey Satisfaction Qualifications: Education: Bachelor’s degree required Experience: 3 - 7 years in customer service, order management, logistics, or export/trade documentation; healthcare preferred. Systems: Proficiency in SAP or equivalent ERP; MS Excel, Word, Outlook; exposure to BI tools. Skills: Operational judgment, problem solving, time management, clear written and verbal communication, and customer focus. Work hours: Willing to support APAC /EU and U.S. coverage windows, including weekend shift when required. The base pay for this position is N/A In specific locations, the pay range may vary from the range posted. JOB FAMILY: Customer Service DIVISION: RMDx Rapid and Molecular Diagnostics LOCATION: Philippines > Taguig City : Five/Neo Building ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Not specified MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)