Customer Service Assistant - Apac

Sirtex Medical is a global leader in healthcare, with offices in the U.S., Australia, Germany, and Singapore, dedicated to improving patient outcomes.

Our mission is to be at the forefront of minimally invasive cancer and embolization therapies. By partnering with physicians, we aim to provide innovative products that enhance patient outcomes and simplify treatments. Achieving this ambitious goal requires passionate and talented individuals who are committed to making a difference. Our flagship product, SIR-Spheres® Y-90 resin microspheres, is a targeted radiation therapy for liver cancer. To date, we have delivered over >150K doses across 50+ countries, significantly impacting patients' lives worldwide. Our success is fueled by our dedication to serving the medical community, maintaining professionalism, fostering a collaborative work culture, nurturing an entrepreneurial spirit, and continuously pursuing innovation and improvement.

At Sirtex, we are committed to creating a great workplace. We offer a range of benefits, programs, and services to support our employees, ensuring they have opportunities to contribute to our success and advance their careers. Join our inclusive community, where you can collaborate with talented colleagues, bring your ideas to life, and advance your career, all while delivering innovative healthcare solutions to patients.

SCOPE:

This position will provide support to Customer Service and Office Administration.

REPORTING RELATIONSHIP:

• This role reports to the Customer Service and Office Manager - APAC.

RESPONSIBILITIES / AUTHORITIES:

1. Customer Service

• Organizes and maintains customer database in SAP with ongoing information update in coordination with the Sales Team
• Master data creation in SAP
• Assists with receipt, entry of orders in SAP and confirmation of orders in a timely manner including communication between internal departments and external customers
• Coordinates with Logistics on required shipment documents for customer and check to ensure accuracy of details in the paperwork
• Provides administrative support to Customer Service and Office Manager, including but not limited to database management systems and documentation of processes and procedures as assigned
• Assists to coordinate, collate and entry information required by Marketing for every order to allow collation of database report for analytical purpose.
• Assists in filing and record keeping of Customer Service Department
• Generates and provides DNs and COCs monthly for required countries with local regulatory requirement.

2. Office and Administration

• Support general office matters as required.
• Duties assigned by the Customer Service and Office Manager

3. TEC (Training, Evaluation and Education Program)

• Ensure that identified user training is documented and completed and that suitable records are retained
• Ensure treatment sites have the relevant certifications to perform SIRT (e.g., licensing, Form 912, etc)
• Requires cross-functional communication to liaise between Sirtex internal medical affairs, regulatory, and external customers with compliance of all Corporate Policies.

4 .Work Schedule Requirement (Rotational basis)

• Public holiday on Wednesday (order deadline) will be a full working day / Work from home (1-day leave in-lieu). This will be based on rotational basis.
• Requires some nights or public holiday work upon occasion with availability for urgent calls/emails.
• Standby on weekends on rotational basis (1-2 hours) to support order issues or emergency.
• Work schedule subject to change based on business requirements.

• Excellent verbal and writing skills in English and Chinese.
• SAP experience preferred.
• Strong MS Office knowledge, esp. Word, Excel, Outlook 365.
• ‘Can do’ and follow through approach.
• Experience working in a cross-cultural environment. Confident and effective team player; able to work independently and under pressure in a fast-paced environment.
• Excellent customer service skills
• Ability to multi-task
• Must be flexible with work hours including weekends, public holidays, and nights.
• Minimum local Polytechnic Diploma in Science/Business Administration
• At least 2 to 3 years of relevant experience preferably in Medical Device / Pharmaceutical industry.

Do you want to be part of something bigger? A team whose impact stretches across the globe making a real difference to the quality of people’s lives. Sirtex recognizes that well-being, financial health, and work-life balance are crucial for our employees to achieve personal success.

Sirtex offers qualified candidates:

• Diverse and flexible work arrangements to achieve the optimum balance between work and personal responsibilities.
• A culture of respect, diversity, collaboration, and innovation fostering inclusiveness and superior performance.
• Attractive compensation and benefit packages which are practical, robust and equitable.
• A commitment to support ongoing professional growth through career development, on the job experiences and training opportunities.
• Challenging work which supports the development of new and better ways to improve clinical outcomes for oncology treatment around the world.
• An unwavering commitment to company values, employee safety and excellence in everything we do.

Diversity drives innovation; inclusion fosters belonging, growth and success. Sirtex believes that it takes multiple perspectives and voices to create a culture and workplace which fosters engagement, teamwork, and employee satisfaction to perform our best and deliver on commitments. We are dedicated to fostering an environment where all employees feel valued, included, and can share their ideas so that we can exceed even our own expectations.

Sirtex is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other characteristic protected under applicable law. Sirtex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.