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Customer Service Associate

Region: Asia Pacific
Location: Singapore

Advertising Date: Wed 23 October 2019
Closing Date: Fri 28 February 2020

This position will be responsible for all aspects of Customer Service including maintaining a positive customer service experience for internal and external customers, entry of orders and ad hoc projects as assigned. This role will also support with general office administration, HSE support, TEC program management and Grant Portal administration.

RESPONSIBILITIES / AUTHORITIES:

Customer Service

  • Responsible for the ongoing daily receipt, entry and confirmation of orders in a timely manner
  • Communicate with customers regarding their orders
  • Accurately enter of new orders and process flow of all orders in the system
  • Coordinate with Operations on required shipment documents for customer; check to ensure accuracy of details in the paperwork and send to customer in a timely manner
  • Coordinate with appropriate sales representatives in regards to customer needs
  • Provide administrative support to Customer Service and Office Manager, including but not limited to: project support and documentation of processes and procedures as assigned
  • Assist with and/or maintain record keeping systems
  • Attend to calls/enquiries from customers and sales team in APAC
  • Operate on rotational shift hours due to different time zones in APAC
  • May require some nights, weekend or public holiday work upon occasion with availability for urgent calls/emails

Office and Administration

  • Duties assigned by the Customer Service and Office Manager
  • Manage all general office matters
  1. First contact answering incoming office calls, screening and re-directing phone calls
  2. Greet visitors and direct them to appropriate people/meeting room
  3. Set up meeting rooms for internal and external meetings, training and other events
  4. Organize outgoing mail and courier services
  5. Organize business cards for South East Asia Sales team and Sales & Marketing office
  6. Order/Purchase of office and pantry supplies for Sales & Marketing office
  7. Coordination of cleaning schedule/duties with cleaning company/personnel for Sales & Marketing office and Manufacturing office
  8. Update of notice boards at Sales & Marketing office
  9. Circulate correspondence from landlord to appropriate people
  10. Maintain and update phone list for Singapore office on Sirtex portal
  • Book hotel accommodation for staff and visitors
  • Book transportation/taxi services for staff and visitors
  • Arrange building passes for overseas visitors
  • Maintain facilities in Sales & Marketing and Manufacturing offices
  1. Maintain office/pantry utilities and organize service/repairs when required
  2. Coordinate renewal for all utilities maintenance contracts and facilities permits
  3. Re-stock pantry’s supplies
  • Assist in organizing staff events 

HSE (Health, Safety and Environment) - Site Coordinator

  • Assist in the implementation and management of all HSE policies

TEC (Training, Evaluation and Education Program)

  • Ensure that identified user training is documented and completed and that suitable records are retained
  • Ensure treatment sites have the relevant certifications to perform SIRT (e.g. licensing, Form 912, etc)
  • Requires cross-functional communication to liaise between Sirtex internal medical affairs, regulatory, and external customers with compliance of all Corporate Policies.

Grant Portal - APAC submissions

  • Monitor APAC submissions to Grant Portal, and to assign APAC requests to relevant Grant Committee members for review promptly.
  • Invite committee members and to coordinate meetings for reviews and ensure outcomes are documented and necessary follow-up by relevant personnel.
  • Undergo all formal Training Events as may be Directed from time-to-time
  • Observe and Comply with all Sirtex Corporate Policies
  • Work within, and ensure adherence to Quality System procedures, work instructions and other Quality System requirements
  • Work within, and ensure adherence to Health, Safety and Environment Management System procedures, instructions and other requirements

EDUCATIONAL PREREQUISITES AND SKILL REQUIREMENTS:

  • Diploma or “A” Level required
  • Minimum of 3 years’ experience in customer service
  • Proficient in Microsoft Office
  • SAP experience and knowledge preferred
  • Excellent verbal and writing skills in English and Chinese
  • Good organizational, communication, interpersonal and team skills.
  • Ability to multi-task, work independently, and on own initiative
  • Flexible with work hours including weekends, public holidays and nights

TRAINING REQUIREMENTS:

  • Complete the Sirtex Medical training
  • Sirtex induction training

WHAT YOU CAN EXPECT FROM SIRTEX:

If you have the right skills and experience and want to work for a company making a real difference to the quality of people’s lives, Sirtex will offer the right candidate:

  • Diverse and flexible employment and working arrangements to achieve the optimum balance between work and personal responsibilities and objectives
  • A working culture of respect, diversity and performance to help facilitate an inclusive culture
  • Attractive compensation and benefit packages which are practical, robust, fair and equitable
  • A place to grow through career development and training opportunities
  • Challenging work to continue to develop new and better ways to improve clinical outcomes for oncology treatment around the world.

To apply, please click the apply button or email your cover letter and resume to Human Resources at recruitment@sirtex.com



 


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