포지션 상세
DePuy Synthes, part of the Johnson & Johnson Medical Devices Companies, provides one of the most comprehensive orthopedics portfolios in the world. DePuy Synthes solutions, in specialties including joint reconstruction, trauma, craniomaxillofacial, spinal surgery and sports medicine, are designed to advance patient care while delivering clinical and economic value to health care systems worldwide. We are searching for the best talent for Sr. Customer Service, Deliver Korea to be in Seoul.
• Manage order creation (sample, return, free goods, and other order types), allocation and FIFO processes, and ensure critical stock allocations are reflected in SAP and related orders in a timely manner, including calibration processes to minimize supply disruption.
• Manage official supporting documentation for return, sample, and free-goods orders in accordance with the designated DOA (Delegation of Authority).
• Report customer complaints related to 3PL delivery service issues (DSI), ensure timely investigations, identify root causes and solutions, and capture NC reports when required.
• Assess and resolve system-related errors impacting the order process, maintain an error log, conduct UAT for projects or system changes, and identify opportunities for continuous improvement.
• Support monitoring and analysis of key customer service and order management KPIs (OTIF@D, Perfect Order, Invoice Accuracy/OS&D, Late Order) and conduct data analysis to support business performance.
• Ensure DCM and SOPs related to the order process are properly controlled, maintained, and readily available for audits, in accordance with compliance requirements.
• Conduct training sessions for new joiners and stakeholders, manage job manuals by account, and ensure manuals are updated promptly when processes change.
• Develop, update, and train on Record Retention Procedures; maintain documents and records according to retention periods, storage security, and disposal methods; maintain the master list of retention periods for GxP documents.
• Act as a Subject Matter Expert (SME) for issue handling, user access management, and continuous improvement, including raising logs and approving user account maintenance and reviewing access for segregation of duties.
• 5–7+ years of relevant experience in Customer Service, Order Management, or a related field
• Hands-on experience with SAP order processing/order management modules
• Strong knowledge of end-to-end Customer Service and Order Management processes
• Strong understanding of end-to-end supply chain processes and demonstrated problem-solving skills
• Experience in driving order process improvement and system optimization
• Fluency in both Korean and English, including strong written and verbal communication skills
• Strong customer-focused mindset and communication skills
• Proficiency in Microsoft Office, particularly Excel and Word
주요업무
• Develop creative solutions to problems and unexpected situations as they arise; collaborate with key stakeholders including Customers, 3PL, SCM, CD, and Finance to manage and resolve customer inquiries while maintaining a strong customer-focused approach.• Manage order creation (sample, return, free goods, and other order types), allocation and FIFO processes, and ensure critical stock allocations are reflected in SAP and related orders in a timely manner, including calibration processes to minimize supply disruption.
• Manage official supporting documentation for return, sample, and free-goods orders in accordance with the designated DOA (Delegation of Authority).
• Report customer complaints related to 3PL delivery service issues (DSI), ensure timely investigations, identify root causes and solutions, and capture NC reports when required.
• Assess and resolve system-related errors impacting the order process, maintain an error log, conduct UAT for projects or system changes, and identify opportunities for continuous improvement.
• Support monitoring and analysis of key customer service and order management KPIs (OTIF@D, Perfect Order, Invoice Accuracy/OS&D, Late Order) and conduct data analysis to support business performance.
• Ensure DCM and SOPs related to the order process are properly controlled, maintained, and readily available for audits, in accordance with compliance requirements.
• Conduct training sessions for new joiners and stakeholders, manage job manuals by account, and ensure manuals are updated promptly when processes change.
• Develop, update, and train on Record Retention Procedures; maintain documents and records according to retention periods, storage security, and disposal methods; maintain the master list of retention periods for GxP documents.
• Act as a Subject Matter Expert (SME) for issue handling, user access management, and continuous improvement, including raising logs and approving user account maintenance and reviewing access for segregation of duties.
자격요건
• Bachelor's degree or above• 5–7+ years of relevant experience in Customer Service, Order Management, or a related field
• Hands-on experience with SAP order processing/order management modules
• Strong knowledge of end-to-end Customer Service and Order Management processes
• Strong understanding of end-to-end supply chain processes and demonstrated problem-solving skills
• Experience in driving order process improvement and system optimization
• Fluency in both Korean and English, including strong written and verbal communication skills
• Strong customer-focused mindset and communication skills
• Proficiency in Microsoft Office, particularly Excel and Word
