Senior Customer Service [Order Management]

Monroe Consulting Group; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

Monroe Consulting Group on behalf of a world-renowned biotechnology company seeks an experienced Senior Customer Service to manage the order-to-cash process and to liaison between customers and internal teams.

The role focuses on leading OTC operations, order management, and customer experience, with cross-functional collaboration across sales, finance, and supply chain to ensure timely delivery and compliant documentation. 5+ years in relevant roles preferred.

Qualifications

• Bachelor's degree in Business, Supply Chain or related field preferred.
• 5+ years of relevant experience in order management or customer service.
• Proficiency in SAP and MS Office.
• Excellent verbal and written communication.
• Strong problem-solving and attention to detail.
• Project management skills.
• Strong organizational and time management abilities.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Oversee daily OTC operations and end-to-end order-to-cash process.
• Ensure accurate processing of customer orders from entry to delivery.
• Manage customer escalations with root-cause analysis and corrective actions.
• Coordinate with Sales, Finance, Legal, and Supply Chain teams and vendors globally.
• Partner with Finance to manage AR/AP and credit-related matters.
• Identify process improvements and participate in order-management projects.
• Deliver training and support ad-hoc tasks as needed.

Skills

Communication skills

Problem-solving

Project management

Time management

Organizational skills

Education

Bachelor's degree in Business, Supply Chain or related field

Tools

SAP

MS Office

Job description

Monroe Consulting Group, an executive search firm's Healthcare division is recruiting on behalf of a world renowned Biotechnology company. Our esteemed client is looking for an experienced Senior Customer Service to manage their order-to-cash process. As a Senior Customer Service, you'll manage complex customer accounts and provide expert-level support throughout the order-to-delivery cycle. You'll serve as a key liaison between customers and internal teams, ensuring exceptional service delivery while supporting business growth and operational excellence. Working in a dynamic, collaborative environment, you'll handle sophisticated customer requirements, resolve escalated issues, and identify process improvements. You'll build strong relationships with stakeholders across sales, operations, finance and other functions to deliver seamless customer experiences. This role offers excellent opportunities for career development within the organization.

Job Responsibilities

1. OTC Operations

• Lead and oversee daily Customer Service operations, ensuring effective execution of the end-to-end Order-to-Cash process.
• Maintain defined KPIs, including order accuracy, turnaround time, and service level adherence.

2. Order Management

• Ensure accurate and timely processing of customer orders from order entry through to delivery fulfillment.
• Oversee key order management activities, including pricing validation, order clearing, and preparation of shipping, invoicing, and Letter of Credit (LC) documentation in accordance with company policies.
• Monitor and manage order backlog, proactively addressing potential delays and ensuring timely resolution.

3. Customer Experience & Issue Resolution

• Manage customer escalations effectively, performing root cause analysis and implementing corrective and preventive actions.
• Maintain proactive communication with customers on order status, delays, and mitigation plans to ensure a high level of customer satisfaction.

4. Cross-Functional Coordination

• Collaborate closely with internal stakeholders such as BU Leaders. Sales, Finance, Accounting, Legal, and Supply Chain/Planning teams to ensure seamless order execution.
• Liaise with global manufacturing sites and third-party vendors across the US, Europe, and APAC regions to meet delivery commitments and customer expectations.

5. Financial & Compliance Management

• Partner with Finance and Accounting teams to manage credit-related matters, including Accounts Receivable (AR) and Accounts Payable (AP) issues, ensuring timely follow-up and resolution.
• Ensure all order processing activities and documentation are compliant with corporate policies, regulatory requirements, and audit standards.

6. Process Improvement & Reporting

• Identify opportunities to improve systems, processes, and tools to enhance operational efficiency and accuracy.
• Participate in continuous improvement initiatives and order management projects.
• Prepare and review regular reports to track operational performance and support decision-making.

7. Additional Duties

• Deliver training and presentations relevant stakeholders on process updates and key initiatives.
• Support ad-hoc tasks and projects as assigned.

Job Requirements

• Bachelor's Degree in Business, Supply Chain or related field preferred.
• At lease 5 years of relevant experience.
• Proven experience in order management and customer service roles.
• Proficiency in using SAP, MS Office.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Project management skills.
• Strong organizational and time management skills.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.