Customer Service Supervisor - D12 Balestier, Serangoon, Toa Payoh, SG

Roles & Responsibilities

Work location : Singapore, Tai Seng

Overview : We are seeking an experienced and driven Customer Service Supervisor to lead our customer service team in delivering outstanding support to healthcare professionals, distributors, and end-users of our medical devices. The ideal candidate will have a strong understanding of regulatory and quality frameworks (e.g., GDPMDS, ISO 13485), along with a passion for team leadership and operational excellence.

Essential Functions

• Supervise and support the daily operations of the customer service team, including training, coaching, and performance management
• Oversee accurate and timely order processing, delivery coordination, invoicing, and documentation
• Manage customer inquiries, product complaints, returns, and after-sales support in compliance with regulatory requirements and company SOPs
• Ensure adherence to GDPMDS, ISO 13485, and other applicable quality standards
• Collaborate with sales, logistics, regulatory, and quality teams to resolve escalations and drive customer satisfaction
• Validate PO pricing, discounts, product registration, and enter orders into the Oracle system
• Analyze service metrics and generate reports to identify trends and opportunities for improvement
• Participate in internal and external audits related to customer service processes
• Manage product returns, warranty claims, and replacements in accordance with company policy
• Support process improvement initiatives and cross-functional projects
• Build and maintain strong working relationships with Country Sales Managers to enhance customer satisfaction

Required / Preferred Education and Experience

Knowledge, Skills and Abilities

Tell employers what skills you have

Coaching

Leadership

Microsoft Office

Aftersales

Operational Excellence

Customer Experience

Process Improvement

Interpersonal Skills

Healthcare

Invoicing

Customer Care

Administration

Healthcare Management

SAP

Problem Management

Customer Satisfaction

Customer Service

Life Sciences

Ability to Prioritize

Customer Service Experience