Customer Care & Order Operations Vietnam Lead
On-siteHo Chi Minh City, Ho Chi Minh City (HCMC), Vietnam
Job Summary
Lead strategic direction and operational management for Vietnam Customer Care & Order Operations, orchestrating the end-to-end order-to-cash journey to deliver seamless transactional experiences for both clinical and non-clinical customers. Manage Go-direct and forward stocking location activities while deploying standards across systems, processes, and tools within the region. Partner with commercial organizations to enable revenue targets and collaborate with global functions including demand planning, supply network, and trade operations to ensure efficient resource deployment. Ensure all quality processes are followed, financial targets are achieved with policy compliance, and talent attraction and retention strategies are executed. Contribute to channel and offer-to-cash strategies aligned with APAC and SEA objectives, driving overall customer service expectations and MDT goals for service, cost, quality, inventory, revenue, OHS, and ID&E.
Required Qualifications
- MBA (Operations Management preferred)
- Bachelor's degree in business, economics or engineering
- 7+ years of Supply chain, Customer service experience
- 3+ years in leadership roles managing a team
- Ability to cultivate an environment focused on customer satisfaction through building productive external and internal relationships
- Ability to build strong partnerships across the organization and influence strategy and decision making
- Ability to analyze customer needs through soliciting, evaluating and acting on customer feedback
- Ability to navigate a highly matrixed organization
- Ability to attract, retain and develop a highly skilled workforce
Desired Qualifications
- Operations Management
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