Customer Service Specialist

Oversee Salesforce.com (SFHC) case management, including triage, query resolution, case closure, and enhancement of the overall Service Level Agreement (SLA) for the AGM customer service team.

Administer and lead the Order to Cash Management processes in collaboration with distributors and country teams, ensuring alignment with forecasted orders and establishing clear cut-off timelines.

Process service repairs and liaise with the Warehouse team regarding shipments originating from their location.

Work in partnership with the Global Shared Services team to refine and enhance the order management process, as well as the service contract process, including timely registration of implants and devices.

Initiate and drive process improvements aimed at increasing the efficiency of the Order to Cash processes and associated workflows.

Accountability 2: Business analytics/decision support and reporting

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

Act as a business partner to deliver analytical insights along with practical recommendations to enhance processes, improve efficiency, and optimize cost savings.

Collaborate closely with the MY sales team to support customer engagement initiatives in Malaysia as required.

Perform any additional administrative tasks as assigned periodically.