Executive, Client Solution Support

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:   

• Transaction & SLA Management: Serve as the core execution hub for client transactions, ensuring that all requests from clients and the Key Account Management (KAM) team are processed with high accuracy and within strict timelines.
• Internal Coordination & Alignment: Act as a key operational liaison between Client Services, Warehouse, and other operational Business Departments to facilitate seamless service delivery.
• Compliance & Policy Safeguard: Ensure all operational and administrative procedures strictly adhere to Zuellig Pharma Malaysia’s internal policies and standard operating procedures (SOPs).
• Digital Tools & Systems Enablement: Master and leverage the company’s digital tools, proprietary portals (like eZCS), and apps to address client requests and resolve transactional inquiries.

What You’ll Do:   

• Request Processing: Receive, track, and accurately process client and KAM requests via the eZCS platform or email channels in a timely manner.
• Client Account Support: Support the Client Key Account Management team with operational transaction activities, including inventory management and client stock-take activities.
• Cross-Functional Collaboration: Foster close working relationships with team members across Client Services and internal operational business departments to streamline workflows.
• Warehouse & Logistics Coordination: Coordinate directly with the warehouse and respective business units to obtain and share operational information promptly.
• Internal Meeting Contribution: Attend, participate in, and conduct internal operational and cross-functional meetings to align on client priorities.
• Digital Tools Mastery: Effectively navigate and utilize company-specific digital applications and systems to address partner needs.
• Compliance & SOP Adherence: Execute all administrative and transactional operations in full compliance with company policies and Malaysian healthcare regulations.
• Issue Escalation: Identify operational bottlenecks or process shifts early, and proactively escalate issues to the Client Solutions Support Manager when appropriate.
• Project Support: Participate in and support cross-functional business projects and transition initiatives when assigned.
• General Operations Support: Perform ad-hoc administrative duties and support client relationship needs as required by the business.

What will make you successful:   

• Education & Experience: Possession of an Advanced College Diploma or Bachelor’s Degree (preferably in Business Administration, Supply Chain, or a related discipline). Ideally with 1–3 years (or up to 4–6 years) of experience in Customer Service, Supply Chain, or Operations.
• Systems & Digital Literacy: Prior hands-on experience or familiarity with SAP, Microsoft Office Suite (Excel/PowerPoint), and ticketing systems like eZCS is highly preferred.
• Operational Agility: The ability to work independently in a fast-paced environment, adapt quickly to changing processes, and successfully manage multiple transaction deadlines simultaneously.
• Sharp Attention to Detail: High level of accuracy and precision when managing data-heavy transactions, tracking issue logs, and handling stock-takes.
• Strong Interpersonal & Communication Skills: Excellent verbal and written communication skills to effectively manage internal/external expectations, coordinate with warehouses, and collaborate with key account managers.
• Problem-Solving Mindset: A proactive, positive, and solutions-oriented attitude with strong multitasking capabilities and the ability to escalate risks early.