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.

Duties and Responsibilities:

1. Order Processing and Fulfillment

     1.1 Facilitate accurate and prompt processing of orders placed through various

            order sources:

            - Sales Orders and Purchase Orders (from customers, clients and sales

                representatives)

            - Purchase Order Interface (POI) uploading (from customers, sales reps.)

            - Robotics Process Automation (RPA) uploading (from customers portal,

              CHC Account Manager)

 1.2 Coordinates all held sales orders that require Principal Approval Form (PAF) and

            credit approval with Sales and Credit for releasing before specified cut-off time.   

  1.3 Creates outbound delivery by releasing the orders to facilitate requests of

            delivery.

     1.4 Duplicate Order (DO) Validation

            - Communicate with Sales counterparts/customers/clients and confirm if 

               duplicate item/s ordered are valid or not.

            - Document DO confirmation by recording the customer’s name, customer /

               Client/sales representative who confirmed the order, date confirmed, time

               confirmed with order processor.

     1.5 Backorders and Cancelled Orders Information Dissemination

      - Prepare report of Backorder/Cancelled orders due to price discrepancy,

         double orders and other related issues. Ensure prompt dissemination of

         reports to all concerned parties through email.

      - Confirm and verify reasons of returned invoices and order rejection.

     1.6 Provide details for price the differences for Client enrolled in ezApproval.

     1.7 Insuring autosub items are aligned with the customers.

     1.8 Coordination with internal and external stakeholders (Clients, Forwarders,

            Warehouse, Sales, Supply Chain, etc.) as needed.

     1.9 Managing various clients with different needs and demands such as regularly

            Flagging out of stocks and coordinates to client and ZP Supply Chain counterpart

            to ensure orders are accurate and complete.                

     1.10 Insuring Pos required delivery date (RDD) for Customers with FDS are aligned.    

1.11Assists FSS-AR and Finance Team for penalty claims to Clients.

1. 11. Provides feedback to CHC Field Sales Force and Client Sales Team for bounced

          orders due to stock-outs, batch numbers availability, expiry dates, default plant

code and other related order processing issues.

1.13 Actively coordinates to the CHC Sales, Client Sales team, Client Business

Manager(CBM) and Master Data Team for issues encountered.

     1.14 Provide the root cause analysis of cancelled orders and RUDs to CBM, and SCM for 

              CSL references and client report purposes.

Why Join Zuellig Pharma:

• 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.

#EZHR ID Number 1301