Work location : Singapore, Tai Seng
Overview: We are seeking an experienced and driven Customer Service Supervisor to lead our customer service team in delivering outstanding support to healthcare professionals, distributors, and end-users of our medical devices. The ideal candidate will have a strong understanding of regulatory and quality frameworks (e.g., GDPMDS, ISO 13485), along with a passion for team leadership and operational excellence.
Essential Functions
- Supervise and support the daily operations of the customer service team, including training, coaching, and performance management
- Oversee accurate and timely order processing, delivery coordination, invoicing, and documentation
- Manage customer inquiries, product complaints, returns, and after-sales support in compliance with regulatory requirements and company SOPs
- Ensure adherence to GDPMDS, ISO 13485, and other applicable quality standards
- Collaborate with sales, logistics, regulatory, and quality teams to resolve escalations and drive customer satisfaction
- Validate PO pricing, discounts, product registration, and enter orders into the Oracle system
- Analyze service metrics and generate reports to identify trends and opportunities for improvement
- Participate in internal and external audits related to customer service processes
- Manage product returns, warranty claims, and replacements in accordance with company policy
- Support process improvement initiatives and cross-functional projects
- Build and maintain strong working relationships with Country Sales Managers to enhance customer satisfaction
Required/Preferred Education and Experience
- Diploma in Business Administration, Life Sciences, Healthcare Management, or a related field
- Certification in Customer Service, GDPMDS, or Quality Management Systems (QMS) is a plus
- 3–5 years of customer service experience, preferably in the medical device, pharmaceutical, or healthcare industry
- 2–3 years of supervisory or team lead experience in a customer service or order fulfillment function
- Familiarity with GDPMDS, ISO 13485, and HSA regulatory requirements (preferred)
- Proficiency in ERP/CRM systems such as Oracle, SAP, or Salesforce
- Strong Microsoft Office skills, especially in Excel, Word, and Outlook
Knowledge, Skills and Abilities
- Strong leadership and team management abilities
- Excellent communication and interpersonal skills
- Detail-oriented, well-organized, and able to work under pressure in a regulated environment
- Proactive in problem-solving and process improvement
- Committed to high standards of professionalism and customer care