Manager, Customer Relationship

Job Overview

Tasked with scaling OrbusNeich’s Malaysia hub into an ASEAN-class centre of excellence, you will design and execute a three-year supply-chain roadmap covering customer service, S&OP/IBP, demand-supply balancing, 3PL governance and warehouse modernisation. You will leverage data analytics and Lean Six Sigma to reduce cost-to-serve while sustaining ISO 13485, MDSAP and MOH regulatory compliance. A key mandate is to build a high-performance, audit-ready culture—coaching supervisors, orchestrating succession plans and partnering with QA/RA on UDI, eIFU and ESG initiatives.

Responsibilities:

Customer Service 70%

· Lead and manage the customer service team to perform the whole process of order fulfilment.

· Working towards maintaining and enhancing service levels, minimizing backorders and inventories.

· Decisions on inventory allocation.

· Communicate proactively on product availability and potential issues with customers/ distributors.

· Maintain high compliance of company policies and procedures.

· Handle escalated customer inquiries and complaints in a professional manner.

· Monitor and analyze customer service metrics to identify areas for improvement.

· Train and mentor customer service representatives to enhance their skills and performance.

· Collaborate with other departments to ensure a seamless customer experience.

· Maintain up-to-date knowledge of company products and services.

· Prepare and present reports on customer service performance to senior management.

· Collaborate with cross-functional teams including Customer Relations, Quality Assurance, Regulatory Affairs, Sales/Marketing, Finance, Production and vendors to support business objectives

· Follow and renew distributorship agreements

· Partner with QA/RA, Commercial, Finance & IT on NPI launches and cross-functional projects.

· Coach & develop team; create succession plans and learning paths.

Logistics 10%

· Ensure full compliance with ISO 13485, MDSAP, GDPMD, UDI & MOH MDA regulations.

· Own warehouse & logistics strategy (incl. automation, cold-chain, bonded upgrades).

· Negotiate & manage 3PL/Freight contracts; develop performance scorecards, QBRs.

· Drive Lean / Six Sigma projects to deliver YoY cost-to-serve & carbon-footprint reductions.

· Prepare and control supply-chain budget & CAPEX; build business cases for new tech.

· Utilize logistics data to track performance metrics and make improvements

· Lead project when required within budget and meet timeline

· Knowledge of shipping documents.

· Seek new ideas to improve and redesign current systems and process

· Responsible for any other adhoc projects or assignments when required

Inventory Planning 20%

· Work closely with Demand Planning Manager in monthly global MPS meeting, and align demand, supply & capacity.

· Manage phase in/ phase outs of products

· Proactively and swiftly manage supply plan. Follow up with upstream manufacturing to obtain the supply status and update back order status

· Develop inventory strategy on existing items, new products, product phase-outs and changeover plan. Maintain healthy inventory level at warehouse while maintaining high service level; identify root cause and resolve out-of-stock/excess stock situation

· Prepare regular reports and analysis for management review; develop action plan to mitigate potential risks with commercial team and supply chain leaders for any out of stocks and excess inventory issues

· Achieve company target and carry out other duties as required by company

· Work with the management team to translate strategy into specific action items

Requirements:

· Bachelor’s in Supply Chain, Logistics, Engineering; MBA or APICS CSCP/CLTD preferred.

· 8 + yrs progressive experience across planning, warehousing, logistics; ≥ 3 yrs managing people.

· Proven record leading S&OP, inventory optimisation & automation projects in regulated industry.

· Expert in SAP or Oracle; strong analytics (Power BI, SQL, Python desirable).

· Deep knowledge of Malaysian customs, FTZ, MOH MDA, MITI permits & FTA.

· Exceptional leadership, strategic thinking & stakeholder management.

· Fluent English; Bahasa required; Mandarin beneficial for China HQ and supplier liaison.

· Strong leadership and team management skills.

· Excellent communication and interpersonal skills.

· Ability to handle challenging situations with professionalism and empathy.

· Strong analytical and problem-solving abilities.

· Have knowledge on quality and regulatory requirements

· Excellent communication skill with different levels of counterparts, internal and external stakeholders

· Change management experience

· ERP system super-user level

· Willingness to work on shifts in Europe time zone