Customer Service Executive - Choa Chu Kang

Basic Functions:

• Customer Relations: Serve as the key point of contact for customers. Responsible for handling order inquiries, processing orders, and ensuring prompt and professional communication to maintain strong customer relationships.
• Order and Delivery Coordination: Coordinate order deliveries to ensure timely fulfilment in compliance with customer expectations and regulatory requirements.
• Inventory Planning and Coordination: Work closely with manufacturing sites to plan production and replenish inventory to meet customer demand.
• Logistics and Shipping Coordination: Liaise with freight forwarders to manage incoming and outgoing shipments, ensuring timely delivery using the most appropriate and cost-effective shipping methods.
• ERP System Support: Maintain accurate data and support the operation of supply chain-related modules within the ERP system to enable efficient order fulfilment and inventory management.

Duties :

• Verify customer purchase orders (POs) against product market authorization, registration status, and order details.
• Acknowledge POs and confirm expected ship dates upon receipt.
• Liaise with customers on order-related issues to ensure prompt and accurate processing.
• Communicate with manufacturing sites on projected demands and anticipated order deliveries.
• Coordinate with regional sales teams on sales forecasts and projected requirements.
• Liaise with Sales and Finance departments for distributor and intercompany price lists.
• Allocate sales orders and coordinate with relevant departments to ensure timely dispatch.
• Plan, coordinate and replenish product inventory to meet customer requirements.
• Manage inventory for designated products at manufacturing sites.
• Liaise with forwarders to book shipments using the most effective and cost-efficient methods.
• Negotiate freight quotations and recommend optimal shipping modes.
• Coordinate and manage regulated inbound and outbound shipments.
• Ensure timely customs clearance and delivery with appropriate permits and documentation.
• Prepare packing lists, sales invoices, and all required shipping documents in accordance with customer requirements.
• Ensure shipping documents are adequate for both inbound and outbound shipments.
• Maintain and update the M3 ERP system for all supply chain-related modules.
• Maintain accurate shipment and distribution records.
• Identify opportunities for improvement to enhance operational effectiveness and efficiency.
• Ensure all work processes, procedures, quality, and safety practices comply with ISO 13485, FDA QSR 21 CFR Part 820, ISO 9001, and other applicable regulatory requirements.
• Perform any other duties as assigned from time to time.

Minimum Qualification Requirements:

Ability to: Communicates effectively with customers, suppliers, and other relevant intercompany stakeholders and internal departments, both verbal and written.

Knowledge of: ERP, Customer relations & service, international shipments, inventory control, MS Office, regulations on controlled/DG goods, ISO 13485 / FDA QSR 21 CFR: PART 820 standards / ISO 9001 and any other regulatory requirements.

Experience: 2-3 years of relevant work experience