Customer Service Staff

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:
•    Receive incoming phone calls from customers.
•    Respond to sales orders, inquiries, and customer complaints in a timely and professional manner.
•    Coordinate with relevant departments to ensure all arising issues are resolved appropriately in accordance with company policies.

What You’ll Do: 
Phone Call Handling & Order Processing
•    Receive and handle all incoming phone calls, including customer orders, inquiries, and complaints; accurately record all relevant information.
•    Respond to customer inquiries and resolve complaints within authorized limits (e.g. trade promotion schemes, product information, order status).
•    Escalate issues beyond authorized limits to relevant departments and follow up to ensure customers receive proper responses.
•    Ensure all required checks are completed for sales orders prior to order entry and processing.
•    Coordinate with relevant departments and principals to verify and confirm irregular or exceptional orders.
•    Process and input sales orders received from various sources into the system accurately and promptly.
•    Contact customers to inform them of back-order situations and process orders according to customer confirmation.
Reporting & Documentation
•    Collect data from reports, analyze metrics, and prepare charts and presentations using PowerPoint.
•    File and maintain documents (sales orders, reports, etc.) in accordance with standard operating procedures (SOP).
Other Responsibilities
•    Perform other tasks as assigned by the Customer Service Supervisor (e.g. backup planning, statistical reporting, database review).
•    Attend training programs provided by the company as required for job performance.
•    Participate in departmental and company meetings.
•    Comply strictly with company policies and regulations.

What Will Make You Successful:
Education & Qualifications
•    High school graduate or above.
Working Experience
•    Minimum 2–3 years of experience in Customer Service or Contact Center roles.
•    Strong background in data analysis.
•    Knowledge of system processes, particularly SAP order processing systems.
•    Knowledge or experience in the pharmaceutical industry is an advantage.
Skills
•    Positive “can-do” attitude.
•    Strong problem-solving skills.
•    Proficient in English.
•    Proficient in Microsoft Office applications.
•    Competent in MS PowerPoint; advanced skills in Excel; experience with MS Access and Power Query is preferred.
Other Requirements
•    Strong teamwork mindset.
•    Well-organized, detail-oriented, punctual, and careful.
•    Strong analytical and organizational skills with attention to accuracy and continuous improvement.
 
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.