Job Overview
Tasked with scaling OrbusNeich's Malaysia hub into an ASEAN-class centre of excellence, you will design and execute a three-year supply-chain roadmap covering customer service, S&OP/IBP, demand-supply balancing, 3PL governance and warehouse modernisation. You will leverage data analytics and Lean Six Sigma to reduce cost-to-serve while sustaining ISO 13485, MDSAP and MOH regulatory compliance. A key mandate is to build a high-performance, audit-ready culture—coaching supervisors, orchestrating succession plans and partnering with QA/RA on UDI, eIFU and ESG initiatives.
Responsibilities:
Customer Service 70%
- Lead and manage the customer service team to perform the whole process of order fulfilment.
- Working towards maintaining and enhancing service levels, minimizing backorders and inventories.
- Decisions on inventory allocation.
- Communicate proactively on product availability and potential issues with customers/ distributors.
- Maintain high compliance of company policies and procedures.
- Handle escalated customer inquiries and complaints in a professional manner.
- Monitor and analyze customer service metrics to identify areas for improvement.
- Train and mentor customer service representatives to enhance their skills and performance.
- Collaborate with other departments to ensure a seamless customer experience.
- Maintain up-to-date knowledge of company products and services.
- Prepare and present reports on customer service performance to senior management.
- Collaborate with cross-functional teams including Customer Relations, Quality Assurance, Regulatory Affairs, Sales/Marketing, Finance, Production and vendors to support business objectives
- Follow and renew distributorship agreements
- Partner with QA/RA, Commercial, Finance & IT on NPI launches and cross-functional projects.
- Coach & develop team; create succession plans and learning paths.
Logistics 10%
- Ensure full compliance with ISO 13485, MDSAP, GDPMD, UDI & MOH MDA regulations.
- Own warehouse & logistics strategy (incl. automation, cold-chain, bonded upgrades).
- Negotiate & manage 3PL/Freight contracts; develop performance scorecards, QBRs.
- Drive Lean / Six Sigma projects to deliver YoY cost-to-serve & carbon-footprint reductions.
- Prepare and control supply-chain budget & CAPEX; build business cases for new tech.
- Utilize logistics data to track performance metrics and make improvements
- Lead project when required within budget and meet timeline
- Knowledge of shipping documents.
- Seek new ideas to improve and redesign current systems and process
- Responsible for any other adhoc projects or assignments when required
Inventory Planning 20%
- Work closely with Demand Planning Manager in monthly global MPS meeting, and align demand, supply & capacity.
- Manage phase in/ phase outs of products
- Proactively and swiftly manage supply plan. Follow up with upstream manufacturing to obtain the supply status and update back order status
- Develop inventory strategy on existing items, new products, product phase-outs and changeover plan. Maintain healthy inventory level at warehouse while maintaining high service level; identify root cause and resolve out-of-stock/excess stock situation
- Prepare regular reports and analysis for management review; develop action plan to mitigate potential risks with commercial team and supply chain leaders for any out of stocks and excess inventory issues
- Achieve company target and carry out other duties as required by company
- Work with the management team to translate strategy into specific action items
Requirements:
- Bachelor's in Supply Chain, Logistics, Engineering; MBA or APICS CSCP/CLTD preferred.
- 8 + yrs progressive experience across planning, warehousing, logistics; ≥ 3 yrs managing people.
- Proven record leading S&OP, inventory optimisation & automation projects in regulated industry.
- Expert in SAP or Oracle; strong analytics (Power BI, SQL, Python desirable).
- Deep knowledge of Malaysian customs, FTZ, MOH MDA, MITI permits & FTA.
- Exceptional leadership, strategic thinking & stakeholder management.
- Fluent English; Bahasa required; Mandarin beneficial for China HQ and supplier liaison.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to handle challenging situations with professionalism and empathy.
- Strong analytical and problem-solving abilities.
- Have knowledge on quality and regulatory requirements
- Excellent communication skill with different levels of counterparts, internal and external stakeholders
- Change management experience
- ERP system super-user level
- Willingness to work on shifts in Europe time zone
