Customer Experience Representative (6 months contract)

Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose of the Role

The Customer Experience Representative is to drive service excellence by supporting the implementation of customer service strategies, policies, and initiatives within the Medical Devices & Diagnostics business.

This role plays a key part in enhancing customer satisfaction, optimizing service performance, and ensuring the achievement of customer service KPIs while delivering a seamless customer experience.

Key Responsibilities:

• Process customer orders, customer complaints, RCN, price maintenance request and perform others customer service tasks in accurate & timely manners.
• Guide CS teams and ensure the team align/adhere to good customer service practices and achieving CS KPI.
• Ensure timely submission of weekly and monthly report including KPI, Calls Service Monitoring Report, RCN Report, NSM Report, CRM Report.
• Follow up & follow through customer complaints and work with relevant stakeholders to resolve issues within given timeframe
• Ensure adherence to Company’s SOP, quality requirement such as ISO, GSDP, GDP, GDPMD, GMP, Code of Conduct, 5S and EHS policies.
• Foster good working relationships with external & internal stakeholders such as customers, clients, Principal Service team, cross-functional teams via effective communication.
• Support and participate in cross-functional projects & meetings when assigned.
• Perform other duties as assigned as and when required by the management.

Must-Have Requirements:

• Bachelor's degree in a relevant discipline.

• Minimum 3-5 years of experience in customer service or customer operations, preferably within the healthcare, medical device, pharmaceutical, or diagnostics industry.

• Proven track record in managing customer service operations, order fulfillment, and achieving service KPIs.

• Strong stakeholder management, problem-solving, and project management skills.

• Proficiency in ERP/CRM systems and Microsoft Office applications.Excellent communication and customer relationship management skill

Competencies:

• Customer-centric mindset with a passion for delivering exceptional customer experiences

• Proactive, solutions-oriented, and able to make sound decisions under pressure.

• Strong attention to detail while maintaining a focus on operational efficiency.

• Ability to influence stakeholders and drive continuous improvement initiatives across functions.

• Results-driven with a strong commitment to KPI achievement and service excellence.

Advantages to Have:

• Experience in healthcare distribution and commercialization.
• Exposure to regional or multinational clients/customer accounts.
• Experience in contract management/governance.
• Familiarity with CRM/commercial analytics tools.
• Experience leading client implementation or transformation initiatives.
• Knowledge of pharmaceutical industry regulations and compliance.
• Professional certifications in Project Management or Account Management are an advantage.

Why Join Zuellig Pharma

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.