Officer - Customer Services

Job description

About the Role We are looking for an Officer - Customer Service (Tender Support) to manage the end-to-end tender administration process, support quotation activities, prepare bidding documentation, coordinate with internal and external stakeholders, and ensure full compliance with company policies and regulatory requirements. The role works closely with Sales, Distributors, Regulatory Affairs, Marketing, Quality Management, Supply Chain Management, and other cross-functional teams to support successful participation in public and private tenders across multiple product portfolios. Key Responsibilities 1. Tender Opportunity & Participation Management Receive and review hospital tender invitations from distributors or the Sales team. Assess tender requirements and coordinate with the responsible Sales team to evaluate participation opportunities. Monitor tender participation progress to ensure timely and effective execution. 2. Tender Documentation & Submission Management Review tender requirements and prepare all necessary tender documents, including authorization letters, bidding documents, and supporting materials. Obtain required internal approvals for pricing deviations through the Price Quotation System (PQS). Review and confirm tender product portfolios and bidding prices through the Tender Management System (TMS) or via email based on distributor requests. Collaborate with Sales, Marketing, Regulatory Affairs, and Quality Management teams to address tender clarification requests and prepare supporting documentation. Ensure all tender submissions comply with applicable regulations and company policies. 3. Tender Administration & Document Control Manage document printing, signing, stamping, notarization, filing, and distribution between internal and external stakeholders. Maintain proper filing and document control of tender-related records. Coordinate with Regulatory Affairs, Marketing, Supply Chain Management, Quality Management, and other relevant functions to maintain updated registrations, catalogs, technical documents, import documentation, and other required tender materials. Ensure the availability, accuracy, and readiness of tender-related documentation. 4. Reporting & Database Management Consolidate tender results from distributors. Maintain and update the Tender Follow-up database. Prepare weekly and ad hoc tender reports to support Sales and Marketing teams in monitoring tender performance. 5. Other Duties Perform other tasks assigned by the line manager. Qualifications Education Required Bachelor's Degree. Preferred Pharmaceutical or Life Sciences background. Experience Proven experience in tender administration processes and bidding documentation. Experience working with regulatory, product, and compliance-related documentation is an advantage. Strong attention to detail and document management skills. Ability to manage multiple deadlines and priorities simultaneously. Strong stakeholder management and coordination capabilities. Skills Strong communication skills. Problem-solving skills. Excellent coordination and stakeholder management abilities. Strong organizational and multitasking skills. Ability to work effectively in a team environment. Proficiency in Microsoft Office applications. Experience with CRM systems; SAP experience is an advantage. Key Stakeholders Internal Sales / CPM / CPL Regulatory Affairs Marketing Supply Chain Management (SCM) Accounting IT Quality Management (QM) Total Rewards Team External Distributors and Dealers Hospitals and Tender Authorities (through distributor coordination)