Customer Experience Representative (6 months contract)

Zuellig Pharma; Malaysia; On-site; MYR 45,000 - 67,000; Full time

Job summary

Zuellig Pharma in Malaysia is seeking a Customer Experience Representative (6 months contract) to drive service excellence within Medical Devices & Diagnostics. You will process orders, handle inquiries, monitor KPIs and support cross-functional teams to ensure timely, accurate service delivery.

The role requires a Bachelor's degree and 3–5 years in customer service, with strong stakeholder management and problem-solving skills.

Qualifications

• Bachelor's degree in a relevant discipline.
• 3–5 years in customer service or operations, preferably healthcare-related.
• Proven track record in managing customer service operations and KPIs.
• Strong stakeholder management and project management skills.
• Proficiency in ERP/CRM systems and MS Office; excellent communication.

Responsibilities

• Process customer orders, complaints, RCN, and price maintenance timely.
• Guide CS teams to adhere to good customer service practices and KPI targets.
• Submit weekly/monthly KPI, calls monitoring, RCN, NSM, CRM reports.
• Follow up on complaints and resolve with stakeholders within timeframes.
• Ensure compliance with SOPs and regulatory requirements; promote cross-functional collaboration.
• Support cross-functional projects and meetings as assigned.
• Perform other duties as directed by management.

Skills

Stakeholder management

Problem solving

Project management

Customer service excellence

Communication skills

Attention to detail

Influence stakeholders

Education

Bachelor's degree

Tools

ERP/CRM systems

MS Office

Job description

Join our dynamic team where innovation and care converge in a culture that values continuous learning, diversity and transformative career development. Underpinned by THRIVE with Zuellig Pharma, our commitment to transforming the way we grow, care and succeed together as one organization, we are dedicated to helping our people make a meaningful impact in healthcare.

Customer Experience Representative (6 months contract)

Requisition ID: 2911

Posting Start Date: 13 Oct 2026

Location: Malaysia

Zuellig Pharmais a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose of the Role

The Customer Experience Representative is to drive service excellence by supporting the implementation of customer service strategies, policies, and initiatives within the Medical Devices & Diagnostics business.

This role plays a key part in enhancing customer satisfaction, optimizing service performance, and ensuring the achievement of customer service KPIs while delivering a seamless customer experience.

Key Responsibilities:

• Process customer orders, customer complaints, RCN, price maintenance request and perform others customer service tasks in accurate & timely manners.
• Guide CS teams and ensure the team align/adhere to good customer service practices and achieving CS KPI.
• Ensure timely submission of weekly and monthly report including KPI, Calls Service Monitoring Report, RCN Report, NSM Report, CRM Report.
• Follow up & follow through customer complaints and work with relevant stakeholders to resolve issues within given timeframe
• Ensure adherence to Company’s SOP, quality requirement such as ISO, GSDP, GDP, GDPMD, GMP, Code of Conduct, 5S and EHS policies.
• Foster good working relationships with external & internal stakeholders such as customers, clients, Principal Service team, cross-functional teams via effective communication.
• Support and participate in cross-functional projects & meetings when assigned.
• Perform other duties as assigned as and when required by the management.

Must-Have Requirements:

Bachelor's degree in a relevant discipline.

Minimum 3-5 years of experience in customer service or customer operations, preferably within the healthcare, medical device, pharmaceutical, or diagnostics industry.

Proven track record in managing customer service operations, order fulfillment, and achieving service KPIs.

Strong stakeholder management, problem-solving, and project management skills.

Proficiency in ERP/CRM systems and Microsoft Office applications.Excellent communication and customer relationship management skill

Customer-centric mindset with a passion for delivering exceptional customer experiences

Proactive, solutions-oriented, and able to make sound decisions under pressure.

Strong attention to detail while maintaining a focus on operational efficiency.

Ability to influence stakeholders and drive continuous improvement initiatives across functions.

Results-driven with a strong commitment to KPI achievement and service excellence.

Advantages to Have:

• Experience in healthcare distribution and commercialization.
• Exposure to regional or multinational clients/customer accounts.
• Experience in contract management/governance.
• Familiarity with CRM/commercial analytics tools.
• Experience leading client implementation or transformation initiatives.
• Knowledge of pharmaceutical industry regulations and compliance.
• Professional certifications in Project Management or Account Management are an advantage.
• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.

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Zuellig Pharma promotes an inclusive, fair workplace by ensuring equitable employment and compensation based on merit, regardless of background.