• Support the achievement of service levels, operational KPIs, OTIF targets, and customer satisfaction objectives.
• Monitor BOT/RPA and Adi (e-order) transactions in real time to ensure accurate and timely order processing across the order lifecycle.
• Serve as the primary point of contact for customer order processing, order status updates, inquiries, and issue resolution.
• Provide post-sale customer support on both technical and non-technical matters, ensuring timely responses and customer satisfaction.
• Act as liaison between customers, sales teams, production, distribution, finance, pricing, and logistics stakeholders to ensure seamless order fulfillment and issue resolution.
• Support the preparation, maintenance, and management of Equipment Financing Agreement business cases, contract documentation, approvals, and compliance monitoring.
• Coordinate approved equipment financing deals and communicate equipment requirements to Sales and Operations Planning to ensure timely execution.
• Manage Demo and Evaluation contract preparation, approvals, installations, equipment transfers, returns, and reporting activities.
• Create, review, and maintain Custom Pak quotations while supporting product substitutions, pricing inquiries, obsolete Custom Pak management, and forecast accuracy initiatives.
• Support purchasing activities, including processing purchase requisitions, maintaining purchase order data, approving material and service orders within authority limits, and ensuring adherence to sourcing guidelines.
• Liaise effectively between internal requestors and external vendors to facilitate purchasing and procurement activities.
• Develop, maintain, and enhance operational reports, management dashboards, and business analytics to support decision-making.
• Support system enhancements, automation initiatives, and process improvement projects that drive efficiency, accuracy, and service excellence.
• Proactively identify process gaps and recommend solutions based on data analysis and operational insights.

• Monitor automated order processing systems (BOT/RPA and Adi) and ensure transaction accuracy, pricing integrity, inventory allocation, and delivery readiness.
• Perform daily reviews of order exceptions, backorders, blocked orders, pricing discrepancies, and fulfillment risks.
• Act as the first responder for automation-related incidents, system failures, and workflow interruptions.
• Escalate system issues to India IT team and relevant support teams while tracking issues through resolution.
• Coordinate closely with 3PL vendors and order operations teams to ensure smooth order fulfillment and timely issue resolution.
• Analyze order exception trends, automation failures, SLA performance, and processing accuracy to identify root causes and implement corrective actions.
• Build and maintain Backorder Reports, Sales Performance Reports, KPI scorecards, and operational dashboards.
• Utilize Tableau, Microsoft Access, SAP, Excel, and related analytical tools to consolidate, analyze, and report operational data.
• Manage Equipment Financing Agreement records, contract compliance, documentation controls, and reporting requirements.
• Oversee Demo and Evaluation equipment transactions, including equipment tracking, installation coordination, asset returns, and inventory monitoring.
• Create and maintain Custom Pak quotations and support pricing administration activities while ensuring master data accuracy.
• Process purchase requisitions and maintain manual Purchase Order logs with complete and accurate information.
• Monitor procurement activities for compliance with approved sourcing and purchasing policies.
• Support cross-functional stakeholders with operational reporting, data analysis, forecasting, and customer-related information requests.
• Ensure timely communication to affected customers regarding backorders, pricing issues, product availability constraints, or order disruptions.
• Act as backup support for operational activities within the Customer Services Support and Order Management teams when required.

Compliance

• Ensure all processes, policies, and procedures are clearly documented, consistently followed, and aligned with company standards, SOPs, and global operating requirements.
• Maintain compliance with GxP regulations by adhering to approved Standard Operating Procedures (SOPs), documentation requirements, and quality standards.
• Ensure accurate, complete, and auditable records are maintained for order management, purchasing, equipment financing, demo programs, pricing activities, and customer transactions.
• Support internal controls, audit requirements, and regulatory compliance initiatives.
• Complete all required compliance, quality, and regulatory training within established timelines.
• Identify control gaps and support implementation of corrective and preventive actions to improve operational effectiveness.
• Promote a strong compliance culture through adherence to established policies, procedures, and quality management requirements.

People Management

• Actively support organizational values and ways of working by demonstrating collaboration, inclusiveness, accountability, customer focus, and continuous improvement.
• Foster positive working relationships with internal stakeholders, external vendors, customers, and business partners.
• Share knowledge, best practices, and process expertise with team members and stakeholders.
• Support change initiatives, system implementations, process transitions, and knowledge-transfer activities as required.
• Contribute to a high-performing service organization focused on operational excellence, customer satisfaction, and continuous improvement.

(minimum/desirable)

• Bachelor's Degree in Business Administration, Supply Chain, Finance, Data Analytics, Information Systems, Operations Management, or equivalent.
• Professional certifications in Data Analytics, Supply Chain Management, Process Improvement, Lean Six Sigma, or related disciplines are an added advantage.

• Fluent in written and spoken Mandarin and English (mandatory).
• Mandarin: Supports communication with local stakeholders, CSR, sales teams, and customers within the China market.
• English: Supports collaboration with India IT teams, Global OTI/Q2C teams, regional stakeholders, and external vendors.

• 3 to 5 years of relevant experience in Order Management, Customer Operations, OTI (Order-to-Invoice), Customer Service Support, Sales Operations, or related functions.
• Strong knowledge of order-to-invoice processes, backorder management, blocked order management, pricing administration, and customer service operations.
• Experience working with SAP and automated order processing platforms such as RPA/BOT, Adi, or comparable technologies.
• Proven experience in data analysis, reporting, dashboard development, and managing large datasets using Advanced Excel, Tableau, Microsoft Access, Power BI, or similar tools.
• Experience coordinating with cross-functional teams, IT support organizations, third-party logistics providers, and external vendors.
• Exposure to equipment financing administration, purchasing processes, demo equipment management, contract administration, or pricing support is an advantage.
• Experience in the medical device, healthcare, pharmaceutical, or highly regulated industry is preferred.

• SAP Order Management and Customer Operations experience.
• Advanced Microsoft Excel skills including reporting, analytics, and data visualization.
• Tableau dashboard development and maintenance.
• Microsoft Access or similar database management tools.
• Knowledge of Power BI is an added advantage.
• Understanding of order automation technologies, BOT/RPA monitoring, and exception management.
• Strong analytical, problem-solving, and reporting capabilities.

• Strong attention to detail with a focus on data integrity and operational accuracy.
• Customer-centric mindset with excellent service orientation.
• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder management capabilities across diverse cultures and functions.
• Ability to prioritize multiple tasks and manage deadlines in a fast-paced environment.
• Proactive, adaptable, and resilient when managing operational challenges and system issues.
• Capable of working independently and collaboratively within a global organization.
• Flexible to support critical business situations, including system incidents, order cut-offs, and operational emergencies when required.

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