Customer Service Representative

Zuellig Pharma is a leading healthcare solutions company in Asia, and our purpose is to make healthcare more accessible to the communities we serve. We provide world-class distribution, digital, and commercial services to support the growing healthcare needs in this region.

The company was started a hundred years ago and has grown to become a multibillion-dollar business covering 17 markets with over 12,000 employees. Our people serve more than 200,000 medical facilities and work with over 450 clients, including the top 20 pharmaceutical companies in the world.

Purpose of The Role

The incumbent will be assisting the Senior Manager, OTC & Customer Excellence in overseeing and to deliver excellent customer service through prompt feedback, communicating and coordinating with other departments to resolve inquiries and feedback in the return orders management. Act as first point of contact for general inquires and feedback that involves returns orders, collections, credit notes transactions and credit disputes.

What You’ll Do: 

• To manage a group of Customer Service Representative – Trade Return in creating RO, GR, customer enquiry and destruction verification.
• To foster close working relationship with Management Team and all operational Business Department / Section Heads in communication, development and follow-up on complaints / feedback. Management handling to support company’s Customer Service Level for total West Malaysia site including Central Warehouse and Office.
• To support Return Order encoding based on RCNs and GRNs received.
• To work with Logistic (warehouse) on order returns and meeting customer expectation on CN issuances / reconciliation.
• Handle phone calls from clients when appropriate and address the needful.
• Provide administrative support including following up for outstanding transactions, prepare and send outgoing email, assist in preparing Trade Return report for Assistant Manager, Customer Service.
• Keep immediate superior informed at all times of any problems or incidents occurring in the workplace.
• Ensures and maintains good housekeeping and 5S.
• Perform other duties as assigned when required.

What Will Make You Successful: 

Must-Have: 

• Maintenance of Customer Services requirements in accordance with the service scope contracted with existing and future Clients. All in accordance with the requirements of the industry by regulatory agencies and the Ministry of Health.
• To manage open tasks and open return order transaction in system.
• To manage individual Client’s month-end CN Closing.

Advantage to Have: 

• Ability to multitask, stay organized and support the team to meet service expectations. Attention to detail in documentation, reporting and reconciliation.
• Knowledge on GMP, GSDP, GDPMD and ISO 9001 requirements
• Interpersonal skills
• Communications skills (Both verbal and written)
• Problem Solving skills
• Analytical skills
• System processes and IT skills

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What We Offer:

• We are committed to fostering an inclusive environment where our employees can learn, grow, and achieve shared success.
• We champion diversity, equity, and inclusion, ensuring every individual feels valued, respected, and treated fairly.
• As a leading multi-market healthcare solutions provider, we empower our employees to gain comprehensive knowledge and expertise in the dynamic healthcare industry across the region.
• Enjoy the flexibility to effectively balance your work and personal life while taking charge of your career journey through our empowering growth opportunities.
• Our Total Rewards program is designed to support your overall well-being in every aspect.