Work location : Singapore, Tai Seng

Overview: We are seeking an experienced and driven Customer Service Supervisor to lead our customer service team in delivering outstanding support to healthcare professionals, distributors, and end-users of our medical devices. The ideal candidate will have a strong understanding of regulatory and quality frameworks (e.g., GDPMDS, ISO 13485), along with a passion for team leadership and operational excellence.

Essential Functions

• Supervise and support the daily operations of the customer service team, including training, coaching, and performance management
• Oversee accurate and timely order processing, delivery coordination, invoicing, and documentation
• Manage customer inquiries, product complaints, returns, and after-sales support in compliance with regulatory requirements and company SOPs
• Ensure adherence to GDPMDS, ISO 13485, and other applicable quality standards
• Collaborate with sales, logistics, regulatory, and quality teams to resolve escalations and drive customer satisfaction
• Validate PO pricing, discounts, product registration, and enter orders into the Oracle system
• Analyze service metrics and generate reports to identify trends and opportunities for improvement
• Participate in internal and external audits related to customer service processes
• Manage product returns, warranty claims, and replacements in accordance with company policy
• Support process improvement initiatives and cross-functional projects
• Build and maintain strong working relationships with Country Sales Managers to enhance customer satisfaction

Required/Preferred Education and Experience

• Diploma in Business Administration, Life Sciences, Healthcare Management, or a related field
• Certification in Customer Service, GDPMDS, or Quality Management Systems (QMS) is a plus
• 3-5 years of customer service experience, preferably in the medical device, pharmaceutical, or healthcare industry
• 2-3 years of supervisory or team lead experience in a customer service or order fulfillment function
• Familiarity with GDPMDS, ISO 13485, and HSA regulatory requirements (preferred)
• Proficiency in ERP/CRM systems such as Oracle, SAP, or Salesforce
• Strong Microsoft Office skills, especially in Excel, Word, and Outlook

Knowledge, Skills and Abilities

• Strong leadership and team management abilities
• Excellent communication and interpersonal skills
• Detail-oriented, well-organized, and able to work under pressure in a regulated environment
• Proactive in problem-solving and process improvement
• Committed to high standards of professionalism and customer care