Customer Service / Admin - Assistant Manager / Senior Executive

Job Description

Goals and Responsibilities for both Clinical, Life Sciences & Micro Teams

• Fulfill Customer’s & Internal Stake Holder's Needs & Satisfaction.
• Manage & process spare part purchase requests and warranty claims submitted by engineers.
• Collaborate with the Procurement team to ensure timely shipment arrivals, and ensure that all purchased, and warranty claim parts are dispatched to tower upon arrival.
• Inform relevant service admin team members and engineers of the arrival of spare parts.

Order Processing

• Process customer orders and enter Sales Orders into SAP for spare parts and services, ensuring accuracy in relation to the Purchase Order (PO).
• Manage and update Service Contract details in SAP and maintain accurate information in the Customer Equipment Card (CEC) system.
• Coordinate product deliveries by liaising with the Supply Chain department to arrange logistics as required by customers, engineers, or the sales team.

Compliance Management

• Ensure departmental adherence to ISO and GDPMD standards. Manage customer inquiries and reply within a specific time frame.
• Manage inventory accuracy for spare parts and service tools according to the Master List Data.
• Update service calls (closed calls) based on engineers' submitted reports and make necessary stock adjustments in SAP if any.
• Maintain, follow-up with engineer and update training records to ensure compliance with departmental ISO quality objectives.

Reporting

• Prepare and submit monthly reports, including the PPM service call report, inventory aging report, overdue service call report, ISO quality objective report, and AbbVie monthly report.
• Extract monthly PPM calls from SAP. Create service call in SAP and send the extracted file to Team Leaders (both entities) for job assignment and planning accordingly.

Requirements

• Diploma or higher qualification.
• 2-5 years of relevant administrative experience. Experience in this field will be an added advantage.
• Communication and Problem-Solving : Good verbal and written communication skills.
• Demonstrated problem-solving skills with the ability to adapt to new challenges.
• Quick learner with the capacity to understand and apply new concepts and processes efficiently.
• Proficient in advanced administrative tools and software. SAP or CRM knowledge will be an added advantage.
• Ability to prepare, analyze data effectively and generate comprehensive reports.

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