Assistant, Customer Service

KEY RESPONSIBILITIES:

- Handle daily customer and hospital requests efficiently and professionally.

- Liaise with KPJ hospitals and maintain good working relationships with hospital representatives.

- Coordinate closely with customers to ensure timely fulfillment of orders.

- Process and monitor purchase orders in accordance with stipulated timelines.

- Notify hospital personnel on short-expiry items and obtain approval prior to invoicing.

- Update order and item status accurately in the Maxisoft system.

- Monitor and follow up on daily and monthly outstanding orders with relevant departments.

- Promote alternative items for outstanding or unavailable orders when applicable.

- Prepare and submit accurate outstanding order reports as required.

- Maintain proper documentation and records for audit and compliance purposes.

- Support customer service operations to ensure smooth daily workflow.

- Monitor consignment stock holding days and assist in inventory follow-up.

- Coordinate with internal departments to ensure prompt order fulfillment.

- Attend to customer enquiries, complaints, and meetings, and assist in coordinating timely resolutions.

- Ensure daily preparation of EDI invoices for KPJ hospitals.

- Assist in resolving stock variance in coordination with relevant departments.

OTHER RESPONSIBILITIES:

- To participate actively in any other new service introduced by the organization.

- Comply with Company Policies, Health and Safety Policies.

- Ensure conformance to all policies and procedures of ISO 9001:2015, ISO 14001:2015, OHSAS 18001:2015, GDPMP & ISO 13485:2015.

- Ensure adherence to KPJ's Core Value at all times.

- Ensure adherence to related legal requirements.

- Provide processes that support patients’ and family rights during care regardless of age, race, language, religion, and social status.

JOB REQUIREMENT:

Education: Minimum SPM / Diploma in Business Administration, Customer Service, or related field.

Knowledge and Experience:

- Minimum 2 years of experience in customer service, administrative, or order processing roles.

Skills & Competencies:

Flexible, good communication skills, ability to maintain good relationship with all level of staffs, productive, ability to produce accurate and thorough quality of work, resilient/ resourceful under pressure, display confidence, positive thinker, high discipline, cooperative, responsible, reliable, dependable, and high integrity. Analytical and data-driven; able to manage KPIs, dashboards, and performance metrics.