Customer Service Operations Lead

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)