{"id":2596586,"url":"https://alion.io/job/zuellig-pharma-customer-experience-representative-6-months-contract","title":"Customer Experience Representative (6 months contract)","company":{"id":1925404,"name":"Zuellig Pharma","domain":"zuelligpharma.com","url":"https://alion.io/company/zuelligpharma","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":22000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1010},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-18T17:02:29Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\nThe 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.\nPurpose of the Role\nThe 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.\nThis 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.\nKey Responsibilities:\nProcess customer orders, customer complaints, RCN, price maintenance request and perform others customer service tasks in accurate & timely manners.\nGuide CS teams and ensure the team align/adhere to good customer service practices and achieving CS KPI.\nEnsure timely submission of weekly and monthly report including KPI, Calls Service Monitoring Report, RCN Report, NSM Report, CRM Report.\nFollow up & follow through customer complaints and work with relevant stakeholders to resolve issues within given timeframe\nEnsure adherence to Company’s SOP, quality requirement such as ISO, GSDP, GDP, GDPMD, GMP, Code of Conduct, 5S and EHS policies.\nFoster good working relationships with external & internal stakeholders such as customers, clients, Principal Service team, cross-functional teams via effective communication.\nSupport and participate in cross-functional projects & meetings when assigned.\nPerform other duties as assigned as and when required by the management.\nMust-Have Requirements:\nBachelor's degree in a relevant discipline.\n\nMinimum 3-5 years of experience in customer service or customer operations, preferably within the healthcare, medical device, pharmaceutical, or diagnostics industry.\n\nProven track record in managing customer service operations, order fulfillment, and achieving service KPIs.\n\nStrong stakeholder management, problem-solving, and project management skills.\n\nProficiency in ERP/CRM systems and Microsoft Office applications.Excellent communication and customer relationship management skill\n\nCompetencies:\nCustomer-centric mindset with a passion for delivering exceptional customer experiences\n\nProactive, solutions-oriented, and able to make sound decisions under pressure.\n\nStrong attention to detail while maintaining a focus on operational efficiency.\n\nAbility to influence stakeholders and drive continuous improvement initiatives across functions.\n\nResults-driven with a strong commitment to KPI achievement and service excellence.\n\nAdvantages to Have:\nExperience in healthcare distribution and commercialization.\nExposure to regional or multinational clients/customer accounts.\nExperience in contract management/governance.\nFamiliarity with CRM/commercial analytics tools.\nExperience leading client implementation or transformation initiatives.\nKnowledge of pharmaceutical industry regulations and compliance.\nProfessional certifications in Project Management or Account Management are an advantage. \nWhy Join Zuellig Pharma\nWe are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.\nWe champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.\nAs 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.\nEnjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.\nOur Total Rewards program is designed to support your overall well-being in every 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