Technical Customer Service Coordinator

Company description:

Incorporate in 1998, Sysmex Malaysia is a subsidiary of Sysmex Asia Pacific Pte Ltd.

In Asia Pacific, Sysmex is a market leader in the delivery and implementation of clinical IVD and health IT products and services for clinical laboratories, hospitals and healthcare organisations. Its products and solutions continuously help improve patient clinical services and efficiency advances resulting in cost savings, which in turn translate to the delivery of better patient care.

Globally, Sysmex delivers total solutions in the field of clinical laboratory testing, including haematology, haemostasis, urinalysis, clinical chemistry, immunoassay system, flow cytometry, life science. Supplying products and services to customers in more than 190 countries, Sysmex is one of the market leaders in haematology and coagulation instrumentation worldwide. Sysmex continues to innovate in diagnostics, and to collaboratively create unique values in the areas of personalized medicine and novel treatments, under its long-term vision of "Together for a better healthcare journey." Through its unique technology, solutions, and co-creation with various partners, Sysmex delivers new value and addresses the universal desire of people to live longer and healthier lives.

Job description:

**Work Location:**Sysmex Malaysia Office at Glenmarie, Shah Alam

We are looking for a Technical Customer Service Coordinator to support the end-to-end coordination of customer orders, technical spare parts, quotations, billing, inventory, and delivery activities.

Key Responsibilities

1. Manage end-to-end spare parts order processing, from receipt of customer orders and purchase orders (POs) through order fulfilment and final delivery.
2. Prepare service quotations and commercial documents accurately and within the required timeline, including quotations, invoices, delivery orders, and shipping documentation.
3. Coordinate spare parts fulfilment and delivery with regional offices, internal teams, transporters, and courier companies to ensure timely delivery to customers.
4. Monitor and follow up on orders, shipments, and outstanding Purchase Orders, ensuring accurate order status and timely fulfilment in accordance with agreed schedules.
5. Handle customer and internal queries relating to order status, delivery issues, customer accounts, billing, and other order-related matters, providing prompt and effective solutions.
6. Manage technical spare parts inventory, including stock monitoring, quarterly trunk stock checks with service engineers, annual stock takes, and reconciliation of inventory variances.
7. Maintain accurate CRM and system records for spare parts and equipment master data, order status, customer information, and related service activities, including timely submission of required reports.
8. Coordinate and follow up on customer complaints and CAPA, ensuring issues are effectively resolved and closed within the required timelines, including providing prompt support during urgent or emergency situations.
9. Ensure all activities comply with company policies and applicable quality procedures, including ISO 9001 and GDPMD requirements.
10. Maintain proper documentation and records for orders, quotations, invoices, delivery and shipping documents, inventory transactions, and other relevant activities to support audit requirements and operational efficiency.

Requirements & Qualifications

1. Diploma or Degree in any discipline, preferably in Business Administration, Supply Chain, Logistics, Customer Service, or a related field.
2. Minimum 3 years of relevant working experience in order processing, customer service, supply chain, logistics, spare parts coordination, or a similar role in the medical device, IVD, healthcare, or other regulated industries will be an added advantage.
3. Good communication and customer service skills, with the ability to build and maintain positive relationships with customers and internal stakeholders.
4. Good in planning, organizational, coordination, and problem-solving skills, with gattention to detail and the ability to manage multiple priorities independently.
5. Proficient in Microsoft Office applications. Experience using SAP and Microsoft Dynamic 365 systems is preferred.

We offer:

Why Sysmex Malaysia?

• Industry Leader: Be part of a pioneering company recognized globally in invitro diagnostics.
• Thriving Growth: Contribute to a multinational organization with a strong record of sustainable financial performance.
• Exceptional Benefits: Enjoy a comprehensive benefits package, plus exciting perks like sponsor fit and fun activities.
• Invested in You: Customize development programs, mentorship opportunities and career advancement pathways.
• Engaged Community: Activities designed to foster a vibrant, inclusive and collaborative workplace culture, and have a positive impact on the environment, society and community.

At Sysmex Malaysia we values diversity and inclusivity, and we welcome individual with relevant experience to apply and join our dynamic team.

"Together For A Better Healthcare Journey".