Customer Service Specialist

Accountability 1: Customer Service and Commercial Operations for Asia Growth Markets

Oversee Salesforce.com (SFHC) case management, including triage, addressing inquiries, closing cases, and enhancing the overall SLA for the AGM customer service team.

Manage and streamline order to cash management processes in collaboration with distributors and country teams, ensuring alignment with order forecasts and clear cut-off timelines.

Facilitate service repair processes and coordinate with the Warehouse team on shipments processed from that location.

Partner with the Global Shared Services team to refine and enhance order management and service contract processes, including timely implant and device registration.

Initiate and drive process improvements aimed at boosting the efficiency of order to cash operations and related workflows.

Accountability 2: Business Analytics/Decision Support and Reporting

Leverage BI/Oracle/SAP/SHFC to create insightful reports that enhance understanding of business health metrics, such as warranty, registrations, and case management activities.

Serve as a business partner by providing analytical insights and practical recommendations to optimize processes, improve efficiency, and achieve cost savings.

Collaborate closely with the MY sales team to support Malaysia customer engagement events as needed.

Perform any additional administrative duties as assigned periodically.