Customer Relationship Manager

OrbusNeich Medical Company Ltd.; Selangor; On-site; MYR 180,000 - 240,000; Full time

Job summary

OrbusNeich Medical Company Ltd. in Malaysia seeks a senior supply chain leader to scale its hub into an ASEAN-class centre of excellence.

You will design and execute a three-year roadmap covering customer service, S&OP/IBP, demand-supply balancing, 3PL governance and warehouse modernisation. You will drive data analytics and Lean Six Sigma to reduce cost-to-serve while sustaining ISO 13485, MDSAP and MOH regulatory compliance.

Qualifications

• Bachelor's in Supply Chain, Logistics, or Engineering.
• MBA or APICS CSCP/CLTD preferred.

Responsibilities

• Lead and scale the Malaysia hub into an ASEAN-class centre of excellence.
• Design and execute a three-year supply-chain roadmap covering customer service, S&OP/IBP, demand-supply balancing, 3PL governance and warehouse modernisation.
• Drive ISO 13485, MDSAP and MOH regulatory compliance while building a high-performance culture.
• Coach and develop supervisors; orchestrate succession plans and partner with QA/RA on UDI, eIFU and ESG initiatives.
• Oversee customer service, logistics and inventory planning with cross-functional alignment.
• Implement lean initiatives to reduce cost-to-serve and improve service levels.
• Monitor KPIs, prepare reports for senior management, and drive continuous improvement.

Skills

S&OP leadership

Supply chain analytics

Lean Six Sigma

Team leadership

Regulatory compliance

Data-driven decision making

Education

Bachelor's in Supply Chain, Logistics, or Engineering

MBA or APICS CSCP/CLTD preferred

Tools

SAP

Oracle

Job description

Tasked with scaling OrbusNeich's Malaysia hub into an ASEAN-class centre of excellence, you will design and execute a three-year supply-chain roadmap covering customer service, S&OP/IBP, demand-supply balancing, 3PL governance and warehouse modernisation. You will leverage data analytics and Lean Six Sigma to reduce cost-to-serve while sustaining ISO 13485, MDSAP and MOH regulatory compliance. A key mandate is to build a high-performance, audit-ready culture-coaching supervisors, orchestrating succession plans and partnering with QA/RA on UDI, eIFU and ESG initiatives.

Responsibilities:

Customer Service 70%

• Lead and manage the customer service team to perform the whole process of order fulfilment.
• Working towards maintaining and enhancing service levels, minimizing backorders and inventories.
• Decisions on inventory allocation.
• Communicate proactively on product availability and potential issues with customers/ distributors.
• Maintain high compliance of company policies and procedures.
• Handle escalated customer inquiries and complaints in a professional manner.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Train and mentor customer service representatives to enhance their skills and performance.
• Collaborate with other departments to ensure a seamless customer experience.
• Maintain up-to-date knowledge of company products and services.
• Prepare and present reports on customer service performance to senior management.
• Collaborate with cross-functional teams including Customer Relations, Quality Assurance, Regulatory Affairs, Sales/Marketing, Finance, Production and vendors to support business objectives
• Follow and renew distributorship agreements
• Partner with QA/RA, Commercial, Finance & IT on NPI launches and cross-functional projects.
• Coach & develop team; create succession plans and learning paths.

Logistics 10%

• Ensure full compliance with ISO 13485, MDSAP, GDPMD, UDI & MOH MDA regulations.
• Own warehouse & logistics strategy (incl. automation, cold-chain, bonded upgrades).
• Drive Lean / Six Sigma projects to deliver YoY cost-to-serve & carbon-footprint reductions.
• Prepare and control supply-chain budget & CAPEX; build business cases for new tech.
• Utilize logistics data to track performance metrics and make improvements
• Lead project when required within budget and meet timeline
• Knowledge of shipping documents.
• Seek new ideas to improve and redesign current systems and process
• Responsible for any other adhoc projects or assignments when required

Inventory Planning 20%

• Work closely with Demand Planning Manager in monthly global MPS meeting, and align demand, supply & capacity.
• Manage phase in/ phase outs of products
• Proactively and swiftly manage supply plan. Follow up with upstream manufacturing to obtain the supply status and update back order status
• Develop inventory strategy on existing items, new products, product phase-outs and changeover plan. Maintain healthy inventory level at warehouse while maintaining high service level; identify root cause and resolve out-of-stock/excess stock situation
• Prepare regular reports and analysis for management review; develop action plan to mitigate potential risks with commercial team and supply chain leaders for any out of stocks and excess inventory issues
• Achieve company target and carry out other duties as required by company
• Work with the management team to translate strategy into specific action items

Requirements:

• Bachelor's in Supply Chain, Logistics, Engineering; MBA or APICS CSCP/CLTD preferred.
• 8 + yrs progressive experience across planning, warehousing, logistics; ≥ 3 yrs managing people.
• Proven record leading S&OP, inventory optimisation & automation projects in regulated industry.
• Expert in SAP or Oracle; strong analytics (Power BI, SQL, Python desirable).
• Deep knowledge of Malaysian customs, FTZ, MOH MDA, MITI permits & FTA.
• Exceptional leadership, strategic thinking & stakeholder management.
• Fluent English; Bahasa required; Mandarin beneficial for China HQ and supplier liaison.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle challenging situations with professionalism and empathy.
• Strong analytical and problem-solving abilities.
• Have knowledge on quality and regulatory requirements
• Excellent communication skill with different levels of counterparts, internal and external stakeholders
• Willingness to work on shifts in Europe time zone