【醫療HEC】Director, Customer Care

About the Role
The Customer Service Director leads the customer service function for DKSH's healthcare distribution business, driving exceptional customer experience, operational excellence, and sustainable growth across the organization. This role is pivotal in building long-term partnerships with healthcare providers, institutions, and commercial partners while ensuring service delivery meets the highest industry and regulatory standards.

What You Will Deliver

• Develop and execute a customer service strategy aligned with company business objectives, establishing clear service standards, policies, and performance metrics that embed a customer-centric culture across the function.
• Lead, coach, and develop customer service managers and teams to achieve high performance, accountability, and continuous improvement.
• Drive customer satisfaction, retention, and long-term partnership development by monitoring key indicators including Customer Satisfaction (CSAT) scores, Net Promoter Score (NPS), and complaint resolution turnaround times.
• Ensure timely and accurate resolution of customer inquiries, complaints, returns, and service issues, serving as the senior escalation point for critical customer matters.
• Oversee end-to-end order management from order entry through delivery and invoicing, ensuring accuracy, efficiency, and fulfillment performance that consistently meets committed service levels.
• Collaborate with Supply Chain, Logistics, Procurement, and Commercial teams to ensure seamless operations, and lead service recovery efforts during supply disruptions, product shortages, or operational challenges.
• Ensure adherence to healthcare industry regulations, GDP, ISO standards, and local regulatory requirements, including compliant handling of customer complaints and adverse event reporting.
• Lead continuous improvement and digital transformation initiatives, leveraging Lean, Six Sigma, or operational excellence methodologies to enhance efficiency and optimize CRM and ERP platforms.
• Support sales and business development teams through customer insights, participation in contract negotiations related to service commitments and SLAs, and identification of value-added services that strengthen customer partnerships.
• Manage department budgets and resource allocation while developing and tracking KPIs including order fulfillment rate, on-time delivery performance, cost-to-serve metrics, and customer retention rate.
• Build and maintain strong relationships with key customers, healthcare institutions, suppliers, and internal and regional stakeholders, representing customer service in leadership and strategic planning forums.
• Administrative duties and coordination tasks as required.