Customer Service Executive

MP Biomedicals Asia Pacific Pte Ltd; Pioneer (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

MP Biomedicals Asia Pacific Pte Ltd is seeking an Order & Logistics Associate in Pioneer, Ohio. The role focuses on managing orders from receipt to fulfilment, coordinating with production, logistics, and finance to ensure timely delivery and compliance with ISO 13485 and FDA standards.

Strong ERP experience (M3) and excellent communication skills are essential. The successful candidate will support inventory planning, shipping documentation, and continuous process improvements within a

Qualifications

• Diploma or Degree in Business Studies/ Supply Chain/Logistics Management, or related field.
• At least 2-3 years of relevant work experience.
• Strong communication skills (written and verbal).
• Proactive problem-solving and follow-up skills.
• Strong organizational and coordination abilities.
• Proficiency in ERP systems (preferably M3).
• Understanding of international shipping and logistics.
• Knowledge of controlled and dangerous goods handling.
• Familiarity with ISO 13485 / FDA QSR 21 CFR Part 820 /ISO 9001.
• Proficiency in Microsoft Office tools.

Responsibilities

• Manage customer orders from receipt to fulfilment, ensuring accuracy and regulatory compliance.
• Coordinate with internal departments, external stakeholders, and logistics providers for timely delivery.
• Support inventory planning and ERP updates to enable smooth operations.
• Handle inquiries and resolve order discrepancies with customers, sales, and finance teams.
• Monitor inventory levels and participate in demand planning with regional teams.
• Liaise with freight forwarders for shipments, bookings, and documentation.
• Maintain accurate ERP records (M3) for order and supply chain transactions.
• Support audits and quality system reviews as required.

Skills

Order management

Logistics coordination

ERP systems

Customer service

Compliance knowledge

Shipping documentation

Interpersonal communication

Education

Business/Supply Chain degree

Tools

M3 ERP

Job description

Basic Functions:

The role is primarily responsible for managing customer orders from receipt to fulfilment, ensuring accuracy, efficiency, and regulatory compliance. It involves close coordination with internal departments, external stakeholders, and logistics providers to ensure a seamless order-to-delivery process. The position also supports inventory planning and ERP system updates to enable smooth operations.

Duties:

1. Order Management

• Serve as the key point of contact for customers regarding order-related matters.
• Verify customer purchase orders against product authorizations, registration status, and pricing.
• Acknowledge orders and confirm expected ship dates.
• Accurately process and enter orders into the ERP system (M3).
• Follow up on order status, backorders, and delivery timelines.
• Ensure all orders are processed in compliance with company policies and regulatory requirements.

2. Customer Service

• Handle customer inquiries in a timely and professional manner.
• Resolve order discrepancies and coordinate corrective actions.
• Maintain strong relationships with customers through consistent and clear communication.
• Collaborate with the Sales and Finance teams on distributor/intercompany pricing issues and order validation.

3. Inventory & Supply Coordination

• Coordinate with manufacturing sites to align production schedules with demand forecasts.
• Monitor and manage inventory levels to ensure product availability for confirmed orders.
• Participate in sales forecasting and demand planning with regional teams.
• Allocate inventory and manage replenishment for assigned product lines.

4. Logistics & Shipping Coordination

• Liaise with freight forwarders to arrange shipments using the most effective and cost-efficient methods.
• Negotiate freight quotations and recommend shipping options.
• Ensure timely booking, dispatch, and customs clearance of regulated inbound and outbound shipments.
• Prepare and verify shipping documents including invoices, packing lists, permits, and regulatory paperwork.
• Ensure accuracy and adequacy of documents for both local and international shipments.

5. ERP & Record Management

• Maintain accurate and up-to-date records in the ERP system (M3) for all order and supply chain transactions.
• Update and manage shipment records, order status, and inventory data.
• Ensure proper documentation for audit and compliance purposes.

6. Compliance & Continuous Improvement

• Ensure adherence to ISO 13485, FDA QSR 21 CFR Part 820,ISO 9001, and other applicable quality and regulatory standards.
• Identify and recommend process improvements to increase operational efficiency and service quality.
• Support internal audits and participate in quality system reviews when required.
• Perform other duties as assigned from time to time.

Requirements:

• Diploma or Degree In Business Studies/ Supply Chain/Logistics Management, or related field
• At least 2-3 years of relevant work experience.
• Strong communication skills (written and verbal)
• Proactive problem-solving and follow-up skills
• Strong organizational and coordination abilities
• Proficiency in ERP systems (preferably M3)
• Understanding of international shipping and logistics
• Knowledge of controlled and dangerous goods handling
• Familiarity with ISO 13485 / FDA QSR 21 CFR Part 820 /ISO 9001
• Proficiency in Microsoft Office tools