Supply Chain Customer Operations Executive - Ho Chi Minh City - Olympus Corporation

Mô tả

Overview

Company: Olympus Medical Systems Vietnam Co., Ltd

HCM office: 7th Floor, Viettel Building, 285 Cach Mang Thang Tam, Hoa Hung Ward, HCMC

OLYMPUS MEDICAL SYSTEMS VIETNAM CO., LTD
is a subsidiary of
OLYMPUS CORPORATION,
one of the Japanese leading manufacturers for medical field. Along with our business expansion in Vietnam, we are looking for suitable, qualified candidates for the following positions at our offices in Ho Chi Minh City and Hanoi.

Primary Purpose

The Customer Operations Executive is responsible for executing operational tasks to ensure the efficient management of customer orders from creation to fulfillment. This role supports the Customer Operations Manager by handling day-to-day responsibilities, resolving operational issues, and collaborating with internal teams and external partners to deliver exceptional customer service. The Executive plays a key role in maintaining accurate order processing, ensuring compliance with company policies, and contributing to continuous improvement initiatives.

Key Accountabilities

1. Order Management

• Process customer orders accurately and efficiently, ensuring all details are captured in the system and aligned with customer requirements.
• Monitor order status and proactively address any delays or issues to ensure timely fulfillment.
• Coordinate with Genpact, sales teams and warehouse to resolve order-related discrepancies or challenges.
• Ensure all orders comply with company policies, pricing structures, and contractual agreements.
• Manage order modifications, cancellations, and returns, ensuring proper documentation and system updates.

2. Customer Tender Management

• Capture and understand the scope, timeline, and requirements of customer tenders.
• Manage the working group to ensure on-time delivery of tender-related shipments.
• Collaborate and partner with the salesperson-in-charge (PIC) to ensure customer requirements are met.
• Manage customer expectations by providing clear and transparent communication throughout the tender process.
• Seek and establish solutions for non-standard or complex customer requirements.
• Ensure clear communication protocols and effective information sharing among all stakeholders involved in the tender process.

3. Customer Support & Service Recovery

• Act as a point of contact for customer inquiries related to orders, delivery timelines, and product availability.
• Provide timely and professional responses to customer queries, ensuring a positive customer experience.
• Handle escalations and service recovery efforts, working closely with the Customer Operations Manager to resolve complex customer issues.
• Collaborate with sales and marketing teams to address customer-specific requirements and ensure alignment with business objectives.

4. Service Improvements

• Identify operational gaps and implement process improvement actions to enhance efficiency and customer satisfaction.
• Lead and own process improvement initiatives, ensuring alignment with business goals.
• Work with relevant functions to develop and implement appropriate solutions for operational challenges.
• Contribute to the development and maintenance of standard operating procedures (SOPs) to ensure consistency and scalability.

5. Data Accuracy & Reporting

• Maintain accurate records of customer orders, transactions, and communications in the system.
• Generate and review reports on order status, fulfillment rates, and other key metrics to identify trends and areas for improvement.
• Support the Customer Operations Manager in preparing data for performance reviews, audits, and reporting requirements.

6. Process Improvement

• Identify inefficiencies in order management processes and propose solutions to enhance accuracy and efficiency.
• Support the implementation of new tools, systems, or processes to improve operational performance.
• Participate in team meetings and contribute ideas for continuous improvement initiatives.
• Participate in regional projects and initiatives as assigned by the Customer Operations Manager.

7. Management of FSCA Activities (if relevant for this role)

• Manage FSCA recall and return activities, including reimbursement claims and any related issues.
• Provide monthly updates on recall and claim progress to all relevant stakeholders.
• Collaborate with cross-departmental teams and follow up closely to ensure timely closure of FSCA activities.
• Ensure all FSCA recall activities align with QARA (Quality Assurance and Regulatory Affairs) standards.
• Support the review and streamlining of FSCA recall/return processes and workflows to improve efficiency and compliance.

8. Asset Tracking and Compliance

• Ensure demo assets meet regulatory requirements, including labelling and traceability
• Maintain asset tracking and visibility through tools like CRM systems
• Ensure compliance with import/export documentation and trade regulations

9. Compliance & Quality Management

• Ensure strict compliance with Olympus's Quality Management System (QMS), maintaining zero non-conformance records within the customer operations team.
• Adhere to all regulatory and quality standards, ensuring operational processes meet audit and compliance requirements.
• Assist in preparing for internal and external audits by providing accurate and complete records.

10. Additional Tasks & Responsibilities

• Support identified department/company-level projects.
• Perform other ad-hoc duties as assigned by the supervisor or management.

Inherent Requirements

Formal Qualifications

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field (or equivalent experience).

Key Skills / Core Competencies

• Strong focus on accuracy to ensure error-free order processing and data management.
• Commitment to delivering exceptional service and maintaining positive customer relationships.
• Ability to identify and resolve operational issues in a timely and effective manner.
• Strong interpersonal and communication skills to work effectively with internal teams, external partners, and regional stakeholders.
• Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
• Familiarity with order management systems, ERP software, and Microsoft Office tools.
• Flexibility to adapt to changing priorities and business needs.
• Strong understanding of quality management systems and regulatory requirements.

Experience

• Experience in customer service, order management, or a similar operational role is preferred.
• Strong understanding of order-to-cash processes and customer service principles.
• Knowledge of compliance requirements and audit processes related to order management is a plus.

Benefits:

• Professional and stable working environment
• Salary according to ability, annual salary increases
• Support for petrol allowance, monthly phone costs
• Health Care Insurance Package, Annual Health Checkup
• Team-building activities

Interested candidates are kindly requested to send application and English CV with recent photo.

(Qualified candidates will only be contacted for interview. Applications will not be returned.)

"We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply."

By submitting an application for this job position, you acknowledge and agree that you accept the practices, requirements, and/or policies outlined in this
Privacy Policy
.

Olympus Medical Systems Vietnam Co., Ltd. / Olympus Vietnam Co.. Ltd. respects your privacy. When you apply for a job at Olympus, Olympus will collect your personal data such as your name, contact details and employment history, and information included in your CV. By sending us your application, you agree to Olympus processing this personal data by automated or non-automated means to manage and assess your application and contact you about your application ("Processing Purpose"). If your application is unsuccessful, Olympus will securely dispose of your CV and other personal information, unless required to keep it for regulatory or audit purposes. Please help us protect your personal data by not including photographs or sensitive personal data in your application. We may share personal data with affiliates, service providers, business partners, suppliers, regulatory authorities and potential merger or acquisition parties or as required by law. Personal data may be transferred within or outside of Vietnam and processed from a place outside of Vietnam for the Processing Purpose. These other jurisdictions may have privacy regulations which are less protective than Vietnam. You can find more information about our privacy program, including your rights and obligations and how to contact us here:
https://www.olympus-
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