Customer Experience 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

• Support the Manager, Client Key Account Management to develop and maintain a strategic Key Account plans for each key client and drive win-win collaborations and engagements with key clients in the market.
• Strategically drive client satisfaction and increased loyalty/stickiness. Support the Manager, Client Key Account Management to lead client engagements at the market level, coordinate with different functions (quality, operations, finance, etc.) to provide standardized responses to client requests. Set high standards of care to keep clients engaged and satisfied, contributing to the improvement of client survey results and net promoter score. Remain available with a quick response time and problem-solving attitude.
  
  

What You’ll Do

• Review business plans in coordination with clients to achieve overall business objectives and profitability.
• Manage and take responsibility for monitoring and controlling stockholding and inventory transactions for all clients including stock write offs.
• Handles inventory issues internally, and externally with clients in a service-oriented manner.
• Disseminates daily, monthly, and quarterly reports to clients in a timely and accurate manner.
• Reports to Manager, Client Key Account Management on departmental issues, non- conformities, and accomplishments. Ensures there are prompt and effective communication both internally and externally to keep all interested parties informed proactively. This includes but not limited to superiors, colleagues, clients, and customers.
• Attends, participates, and conducts meetings (internally and externally) including cross- functional meetings. Supports and participates in cross-functional projects when assigned/appropriate.
• Demonstrate strong understanding of clients' industry/business/products.
• To understand the company digital tools and support services, effectively use our tools, apps including the features, benefits and how to address clients needs.
• Performs other duties as assigned when required.
  
  

Must-Have

What Will Make You Successful:

• Diploma or Bachelor Degree in relevant field
• Minimum 3-4 years' working experience in related field
  
  

Advantage To Have

• Familiar with SAP system
• Communications skills (Both verbal and written)
• Analytical skills
• Interpersonal skills
• Negotiation and Influencing skills
• Problem solver and positive attitude
• Supply Chain Management
• Adaptable
  
  

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.
• Fosters close working relationships with the internal and external stakeholders in communication, development, and follow-up of all clients and inventory related matters.