Associate Operations Manager

DTG Medical PH; Manila; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading medical solutions provider is looking for a Customer Service Support professional in Manila, Philippines. The role involves delivering exceptional customer service, managing complex orders, and leading a team. The ideal candidate will have at least 8 years of experience, proficiency in SAP, and strong management skills. Join us to make a meaningful impact on patient lives through innovative medical solutions.

Qualifications

• 8+ years of relevant experience in customer service managing complex orders.
• 2 years’ supervisory or people management experience.
• Proficient in Microsoft Office and capable of handling ERP systems.

Responsibilities

• Handle customer inquiries via phone and email.
• Ensure accurate order processing in SAP.
• Manage delivery coordination and customer communication.

Skills

Customer service management

Team management

Problem-solving

Attention to detail

Communication skills

Education

University degree in Business, Supply Chain, or Logistics

Tools

SAP

Microsoft Office

Job description

About us…

Since 1992, Device Technologies has been dedicated to improving patients’ lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided by our people. With HQ in Sydney, the company continues to grow, representing over 200 trusted brands, and employing over 1000 highly skilled staff located across Australia, New Zealand and Asia.

Geared towards optimal performance, our culture is built on empowering our people to achieve their goals, aligning with wider business objectives. We focus on productivity, continuous improvement, career development and leadership nurturing to foster a superior workforce.

The opportunity…

An exciting opportunity awaits an individual who is passionate about delivering exceptional customer experience. Join our dynamic team to make a meaningful impact and elevate your career!

We are seeking a hands-on professional to deliver exceptional customer service support to both external customers and internal stakeholders. This role covers various responsibilities including order fulfilment, delivery coordination, stock and billing enquiries, returns, service contracts, spare parts, stock accuracy, and event support.

As an individual contributor, you will also have the potential to step into a people management role. Part of your responsibilities will include training, guiding, and leading Operations Associates to ensure the team is equipped and competent in their daily tasks.

Key Responsibilities:

• Customer Service & Operations: Handle phone calls and email enquiries from customers and colleagues
• Customer Service & Operations: Accurate and prompt order processing in SAP
• Customer Service & Operations: Arrange delivery and provide delivery information to customers in a timely manner
• Customer Service & Operations: Work with Sales and Customers regarding back orders, pricing, contracts, deliveries, returns, billings, etc.
• Customer Service & Operations: Support Technical Service in service contract creation, billing, spare parts management, returns, etc.
• Customer Service & Operations: Manage 3PLs ensuring accurate batch picking, on-time delivery to customers, duly signed PODs, etc.
• Customer Service & Operations: Responsible for ensuring that FEFO procedure is observed by 3PL
• Customer Service & Operations: Regular inventory reconciliation to ensure stock accuracy in SAP IMS and 3PL report
• Customer Service & Operations: Coordinate with Sales, RAQA and 3PL on product complaints, non-conforming product returns, product/batch recall, etc.
• Customer Service & Operations: Maintain accurate stock records, assist in periodic audits and physical stock take
• Customer Service & Operations: Participate in Continuous Improvement (CI) initiatives and SAP User Acceptance Testing (UAT).
• Customer Service & Operations: Cover and backup team members when they are on leave
• Customer Service & Operations: Ensure timely filing and proper documentation of all transactions and correspondence
• Customer Service & Operations: Undertakes other duties as assigned by Manager

Compliance & Quality

• Ensure compliance with Quality System requirements and applicable regulations.
• Support internal and external audits, maintaining audit readiness at all times.
• Adhere to company and principal compliance policies, procedures, and codes of conduct
• Maintain appropriate vaccinations and background checks as required by company policy and regulatory standards

People Management (where applicable)

• Lead, coach and develop the Operations Associates team.
• Set and review team goals, KPIs, and performance metrics.
• Manage recruitment, onboarding, and training of new team members
• Promote a culture of engagement, accountability, and continuous improvement.

About you...

At Device Technologies, we succeed through our commitment to five key values:

Delivering Innovation -We constantly seek new ideas, technologies, and approaches to meet evolving customer needs and market demands. Through our innovation we continually adapt and transform for our people, our customers and our future success.

Seeking Collaboration -By embracing collaboration we tap into diverse perspectives, skills, and resources to drive innovation, solve complex problems, and achieve common goals.

Taking Ownership -We embrace accountability and initiative. It fosters trust, collaboration, and empowers our people to drive success through proactive responsibility.

Practising Good Business -We strive to embody integrity, responsibility, and sustainability. It involves ethical conduct, transparency, and a commitment to social and environmental stewardship.

Championing the Customer -By placing customers at the heart of decision-making and operations, we enhance experiences, foster loyalty, and collectively strive to improve patient outcomes.

Our ideal candidate for this role aligns with these values.

The ideal candidate is driven, well-organised, thrives in a fast-paced environment, meticulous, has exceptional problem-solving skills, keen to learn and willing to go the extra mile.

Experience required:

• University degree in Business, Supply Chain, or Logistics
• 8 years+ of relevant experience in customer service managing complex orders, and 2 years’ supervisory or people management role.
• Experience working with ERP system (preferably SAP)
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Excellent communication and interpersonal skills
• Meticulous, attention to details, ability to multi-task and adapt to changes
• Effective team management skills, work well under pressure and in a fast-paced environment
• Able to work well independently and as part of a team

Desirable

• Experience in medical devices, biotechnology, or related industries
• Knowledge of GDPMDS and FDA regulations
• Good understanding of local import and export regulation

At Device Technologies we are motivated by the opportunity our equipment provides to change people’s lives. We have a clear vision to ensure all our people feel valued and respected, can be themselves and can flourish as contributors to the success of our business.

Our promise is all qualified applicants will receive consideration for employment without regard to diversity of race, gender, sexual orientation, religion, ethnicity, disability, age and all the other wonderful characteristics that make us different.