Customer support specialist

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

Oversee Salesforce.com (SFHC) case management – including triaging, addressing inquiries, resolving cases, and enhancing the overall service level agreement (SLA) for the AGM customer service team.

Administer and optimize order to cash management processes in collaboration with distributors and country teams, ensuring alignment with order forecasts and adhering to strict cutoff timelines.

Facilitate service repairs and coordinate with the Warehouse team regarding shipments handled therein.

Partner with the Global Shared Services team to enhance and streamline the order management process, service contract procedures, and the timely registration of implants and devices.

Lead and implement process improvements aimed at boosting the efficiency of Order to Cash procedures and related workflows.

Responsibility 2: Business Analytics, Decision Support, and Reporting

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

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

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

Perform any additional administrative duties as assigned from time to time.