Customer Service SupervisorZuellig Pharma Corporation

JOB SUMMARY
The Customer Service Supervisor is responsible for the supervision of day-to-day operational efficiency in rendering of customer services to both internal and external clients through the utilization of technology and process efficiency.
DUTIES AND RESPONSIBILITIES:
A. Operational
Ensures to achieve and monitor operational efficiency in the customer service group through the effective utilization of SAP system, accurate and on time processing of orders.
Ensures efficient consignment management
Ensures completeness of documents in order to process consignment of principal items
List of customers qualified for consignment from the principal
List of items that needs to be consigned per customer
Accurate processing of consignment orders.
Ensures timely dispatch and delivery of consigned items to customers
Coordinates with customer/ SR receipt of consigned items
Timely reporting of consumed items from Principal Rep/ SR / Customers
Ensures that Consignment Inventory Management Representative conducts regular inventory count and timely reconciliation of consigned items
Ensures timely and accurate processing of Rush Orders for Medical Device products
Ensures efficient processing of after office hours orders for Medical Device products are in lace.
Ensures that all orders given to CS staff including phone & fax-in orders are encoded accurately and encoded within 24 hours upon receipt of order.
Ensures that all staff is equipped to answer various inquiries & concerns of customers such as order status, credit concerns, delivery issues, etc.
Ensures that CSRs have a balance work load.
Ensures to provide a list of next day deliveries for routing to warehouse.
Backs up the Operations Supervisor - Medical Device
B. Administration of Feedback Report System (FRS) & Auto SMS
The Feedback Report System (FRS) and ensures that complaints received/raised by customers and sales force are logged-in the FRS system and addressed by the company.
Works toward "value-added service center" to Customers, Principals as well as Sales Force (out-of-stock status, duplicate and cancelled orders).
C. Quality Orientation and Compliance
Achieves process efficiency by ensuring that all Customer Service staff are doing their respective job functions in accordance to the set SOPs and WIs, and in conformance to the requirements of ISO and regional standards.
Coordinate with all departments on various business transactions including implementation of new policies, as well as reinforcing existing procedures to ensure minimal errors in order-processing.
Ensures that the current version of SOPs, WIs and forms are updated with the current practice.
People Development
Supervises Customer Service Representatives, Consignment Inventory Management Representative and casual employees if needed
Ensures to propose developmental programs for the people
Trains, coaches and mentors the staff on how to perform good customer service
Administers regular performance reviews
Discusses with staff the latest deals from Metroscoops, e-mails, letters, new products, price increase, inventory counts and other programs and activities that will impact CS processes & responsibilities.
E. Monthly Reports and Records
Submits Monthly Reports to Operations Manager - Medical Device after cut-off week, which includes the following:
KPI report
Monitoring of overtime
Number of sales orders and line items processed in a month
Monthly OWE (Order Wrong Encoding) report per CSR and propose corrective and preventive actions.
RUDs (by reason code - value) processed for the month
Delivery lead time of Medical Device order
2. Maintain central filing of Medical Device pertinent documents.
JOB REQUIREMENTS:
Graduate of any four-year course, preferably AB Mass Communication, BS Commerce from a reputable school or university
Minimum of 1 year experience in Customer Service or a call center
Computer literate and SAP knowledgable.