Customer Service Specialist, Tender Management

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:

The Customer Service Specialist, Tender Management supports pharmaceutical distribution operations through accurate purchase order processing, tender and quotation maintenance, institutional customer service, and order coordination. The role ensures timely order fulfilment, accurate system records, proactive follow-up, and adherence to ISO and ISMS requirements.

What You’ll Do:

Purchase Order and Contract Maintenance

- Verify purchase orders against awarded tenders, approved quotations, contract terms, item codes, pricing, and other applicable requirements.

- Update approved purchase orders, tender or quotation details, and contract extensions promptly in the relevant tracking or order management systems.

- Reconcile tender-tracking information with customer records and follow up on discrepancies.

- Communicate promptly with customers, clients, and internal stakeholders when purchase orders deviate from approved tender or quotation terms.

- Manage item-code changes and other required system updates.

Order Processing and Coordination

- Process sales orders, order-hotline requests, EDI orders, email orders, and other authorised order sources accurately and within departmental service levels.

- Perform accurate and prompt order entry in SAP or the relevant order management system.

- Follow guidelines for handling sales-restricted products and standard pricing approvals.

- Coordinate with customers, clients, warehouse, and delivery teams on order status, delivery arrangements, urgent requests, special timing requirements, and order discrepancies.

- Follow through on critical delivery information and outstanding actions until completion.

Customer Service and Administrative Support

- Manage institutional customer-service phone lines professionally and in accordance with agreed service levels.

- Handle enquiries, complaints, and feedback from institutional customers and clients in a timely and service-oriented manner.

- Provide regular status updates to customers, clients, and internal teams on orders, tenders, quotations, and contract matters.

- Provide administrative support, including filing, data entry, document retrieval, record maintenance, and other operational activities.

- Carry out ad-hoc responsibilities assigned to support operational and departmental requirements.

Compliance and Quality Assurance

- Maintain data integrity and information security in compliance with ISO and company standards (training provided).

- Support pharmaceutical-distribution compliance requirements, including data accuracy, confidentiality, document control, and audit readiness.

- Escalate material discrepancies, service risks, confidentiality concerns, or process exceptions promptly.

Must-Have:

- Minimum Nitec or Diploma in related discipline.

- Good verbal, written, and interpersonal communication skills.

- Strong focus on accuracy and quality in processing order documents.

- Strong follow-up, organisation, and time-management skills.

- Ability to manage multiple priorities and coordinate with customers and internal stakeholders.

- Comfortable learning and navigating digital tools, order management software, or databases.

Advantage to Have:

- Prior experience in pharmaceutical distribution, healthcare administration, institutional customer service, purchase order processing, contract maintenance, or a related field.

- Experience with SAP, EDI orders, tender or quotation tracking, and institutional order-management processes.

- Familiarity with hospital or institutional customer requirements and service-level expectations.

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.

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