Job Description Summary

The Senior Executive, Order Management is responsible for the management of the Order Management function within the SSC.

This includes managing operations to:
-Deliver transactional processing services to the various entities and business units in accordance with the Service Level Agreement

-Complaint handling management to ensure timely and accurate input of customer complaint into system.

-Operate within methodologies and processes aligned to the Corporate SSC model.

-Meet performance and productivity goals.

-Support all continuous improvement initiatives.

-Comply with relevant Regulatory requirements e.g., SOX, GDPMDS, ISO etc.

Job Description

Job Responsibilities​

• Manage the Order Management operations, namely customer master data management, order processing, pricing validation, backorder management, discrepancy management and service/contract billings, with additional processes to be included as required. 

• Maintain good working relationships with distributors/end customers, internal stakeholders and other SSC functions. 
  -Conduct Customer/Distributor Surveys 
  -Conduct regular meetings with Key Stakeholders eg Countries, Business to update on performance and obtain feedback 
  -Escalate delays as appropriate.  

• Train new hires and coach individual to meet team objectives and operational goals. 

• Participate in projects and other initiatives to standardize policies, procedures and processes across programs and operational units. 

• Monitor metrics and performance indicators to control operational cost and quality. 

• Review and analyze business processes, procedures, and systems to identify risks and priorities for improving operational effectiveness and order management. 

• Handle all escalated cases from specialist to executive to bring to proper resolution with stakeholders. 

• Conduct Compliance audits and training as required. 

• Comply with all ISO 13485 requirements and BD policies. 

• Ensure a safe, healthy and environmentally friendly workplace by observing Company’s rules and procedures. Active involvement in prevention, elimination of potential safety 

  hazards and participation in activities which promotes recycling, replacement and reduction of resource materials. 

• Processes instrument repair requests. 

• Regularly provides department team lead/ manager with relevant information regarding activities, problems, issues related to Order Management Representatives, Specialists 

  and Executives assigned accounts and tasks. 

• Assists with the maintenance of master pricing files. 

• Perform any other tasks as assigned. 

Required Skills

Optional Skills

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Primary Work Location

MYS Kuala Lumpur - Jalan Kerinchi

Additional Locations

Work Shift