Customer Relationship Manager

About the Company

Responsibilities

• ● Lead and manage the customer service team to perform the whole process of order fulfilment.
• ● Working towards maintaining and enhancing service levels, minimizing backorders and inventories.
• ● Decisions on inventory allocation.
• ● Communicate proactively on product availability and potential issues with customers/ distributors.
• ● Maintain high compliance of company policies and procedures.
• ● Handle escalated customer inquiries and complaints in a professional manner.
• ● Monitor and analyze customer service metrics to identify areas for improvement.
• ● Train and mentor customer service representatives to enhance their skills and performance.
• ● Collaborate with other departments to ensure a seamless customer experience.
• ● Maintain up-to-date knowledge of company products and services.
• ● Prepare and present reports on customer service performance to senior management.
• ● Collaborate with cross-functional teams including Customer Relations, Quality Assurance, Regulatory Affairs, Sales/Marketing, Finance, Production and vendors to support business objectives
• ● Follow and renew distributorship agreements
• ● Partner with QA/RA, Commercial, Finance & IT on NPI launches and cross-functional projects.
• ● Coach & develop team; create succession plans and learning paths.
• ● Ensure full compliance with ISO 13485, MDSAP, GDPMD, UDI & MOH MDA regulations.
• ● Own warehouse & logistics strategy (incl. automation, cold-chain, bonded upgrades).
• ● Negotiate & manage 3PL/Freight contracts; develop performance scorecards, QBRs.
• ● Drive Lean / Six Sigma projects to deliver YoY cost-to-serve & carbon-footprint reductions.
• ● Prepare and control supply-chain budget & CAPEX; build business cases for new tech.
• ● Utilize logistics data to track performance metrics and make improvements
• ● Lead project when required within budget and meet timeline
• ● Knowledge of shipping documents.
• ● Seek new ideas to improve and redesign current systems and process
• ● Responsible for any other adhoc projects or assignments when required
• ● Work closely with Demand Planning Manager in monthly global MPS meeting, and align demand, supply & capacity.
• ● Manage phase in/ phase outs of products
• ● Proactively and swiftly manage supply plan. Follow up with upstream manufacturing to obtain the supply status and update back order status
• ● Develop inventory strategy on existing items, new products, product phase-outs and changeover plan. Maintain healthy inventory level at warehouse while maintaining high service level; identify root cause and resolve out-of-stock/excess stock situation
• ● Prepare regular reports and analysis for management review; develop action plan to mitigate potential risks with commercial team and supply chain leaders for any out of stocks and excess inventory issues
• ● Achieve company target and carry out other duties as required by company
• ● Work with the management team to translate strategy into specific action items

Requirements

• ● Bachelor's in Supply Chain, Logistics, Engineering; MBA or APICS CSCP/CLTD preferred.
• ● 8 + yrs progressive experience across planning, warehousing, logistics; 3 yrs managing people.
• ● Proven record leading S&OP, inventory optimisation & automation projects in regulated industry.
• ● Expert in SAP or Oracle; strong analytics (Power BI, SQL, Python desirable).
• ● Deep knowledge of Malaysian customs, FTZ, MOH MDA, MITI permits & FTA.
• ● Exceptional leadership, strategic thinking & stakeholder management.
• ● Fluent English; Bahasa required; Mandarin beneficial for China HQ and supplier liaison.
• ● Strong leadership and team management skills.
• ● Excellent communication and interpersonal skills.
• ● Ability to handle challenging situations with professionalism and empathy.
• ● Strong analytical and problem-solving abilities.
• ● Have knowledge on quality and regulatory requirements
• ● Excellent communication skill with different levels of counterparts, internal and external stakeholders
• ● Change management experience
• ● ERP system super-user level
• ● Willingness to work on shifts in Europe time zone