Are you a Customer Services Manager passionate about customer support functions? If so, this opportunity could be for you! Join us at B. Braun, a leader in the medical devices industry, where your skills and experience will be recognized and celebrated. Take the next step in your career with us and help shape the future of healthcare!
I. Job Purpose
The role is responsible for leading and optimizing the customer support function to ensure exceptional service delivery to sales & marketing teams, healthcare professionals, distributors/ dealers and other related stakeholders. This role oversees the resolution of customer inquiries, orders, complaints, and support processes, ensuring compliance with regulatory standards and internal quality procedures. By fostering a customer-centric culture and implementing efficient support processes, the Manager - Customer Services enhances customer satisfaction, efficient sales backbone processes, (tender management, dealer management, goods ordering, commercial SoP management...) and contributes to the company’s reputation for reliability and care in the market.
II. Job functions
1. Dealer Management:
- Take responsibility for Dealer management process from selection till termination with the objective of effectively selecting, engaging and sustaining appropriate dealers according to strategic business goals.
- Be reponsible Sales contract management for nationwide, including but not limited to: coordinating internally with related departments (Supply Chain, Financial Controlling) for contract term alignment, negotiation contract terms, contract issuance review, sign-off and archive.
- Lead the annual dealer evaluation following company guidelines for full compliance.
2. Tender management
- Grab prospective business opportunities through Sales team and guide the team for tender document preparation that ensures accuracy, confidentiality, on-time submission and regulatory compliace.
- Follow up for tender results, progress and provide analysis on demand, designed.
- Maintain all SoPs and guidelines related to tender process.
3. Sales & Marketing support
- Be in charge of price management process (price review, submission for approval, price quotation...), supporting the company's profit agenda annually.
- Collaborate with MKT team and Sales (Customer Partner Lead) to implement the price declairation on the website of Vietnam Drug Administration (VDA) and Infrastructure and Medical Device Administration (IMDA)
- Lead the team for quotation creation, sales order processing and tracking, provide legal documentation for goods upon delivery to hospitals, customer data collection and analysis.
- Be the local project leader for Eshop: Key Contact Point Responsibilities, acts as the primary contact point for Regional and Global teams, responsible for executing all requests and directives issued. Additionally, serves as the liaison to Regional and Global teams in cases where the distributor encounters system errors or technical issues that cannot be resolved independently.
- Coordinate with Field Force Effectivness, Human Resource and Financial Controlling team to produce correct sales result data on time and compliant to company guideline for incentive payment.
- Provide and optimise operational support for Marketing team with regards to organizing events, activities both internally and with external stakeholders to build professional and reputable brand for the company in the market and industry.
- Provide reports and analysis periodically and as per required to meet business objectives.
- Write up SoPs, provide training to related teams for CSR process, work-flow. Look for opportunities to improve processes and efficiency to serve field force and customers.
4. Team coaching and development
- Recruit, train, and develop customer services team members.
- Set performance goals and conduct regular coaching and performance reviews.
- Ensure the team gets access to training and other developmental interventions to work more effectively and grow up professionally.
5. General Adminstration and Operation Support
- Take charge for company activity support including but not limited to: Annual Corporate Party, Outing trip/team building, Annual National Conference, v.v...), company trip and activities.
- Handling Product Complaint: act on behalf of the Sales team to perform tasks such as collecting data from dealers, summarizing the information, and reporting to the Quality Management (QM) team. Follow up to make sure the complaints are handled and completed with customer's satification.
- Be the main contact point for operational management of Sales and Marketing office in Hanoi and HCMC.
- Other assigned tasks from Direct Manager.
III. Qualification Requirement
- Bachelor degree: BA degree, major in Business Administration, General Administration, Public Relations or relavant field
- 3 years and above working experience in similar position from MNC companies: Medical Device and/or Phamarceutical experience is a plus
- Commercial and business acumen, solid experience in Sales process management
- Excellent interpersonal and communication skills with the ability to engage and build relationships.
- Decent analytic skills and mindset
- Good experience in management skills, including leading, motivating, coaching, and driving team.
- Multi-tasking while well-organsied.
- Good sense of collaboration.
- English skills is proficiency.
What sets B. Braun apart?
B. Braun Vietnam, a subsidiary of B. Braun Melsungen AG, operates one of the largest medical complexes in Vietnam and is a prestigious name in the healthcare market. With over 1,400 employees in all departments, we are recognized as one of the ‘Best Companies to Work for’ in Asia. We produce high-quality “made in Vietnam” products for both international and domestic markets, ranging from hospital consumables to high-tech medical devices.
Living the mission of PROTECTING and IMPROVING the health of people, we leverage extensive expertise and deep understanding of consumer needs. Join us to share your expertise and grow sustainably!
What can we offer you?
- Competitive salary and attractive annual bonus
- Sales & Marketing incentive
- Guaranteed 13th month salary
- Company health insurance
- Responsibility allowance
- Service award
- Exciting company engagement activities
What’s next?
Upon receiving your application, our dedicated Talent Acquisition team will review your application. If you stand out, you’ll be invited to engage in dynamic interviews, ranging from phone calls to video chats and in-person meetings. Throughout this process, we will keep you informed and inspired with regular updates and feedback. Finally, if you shine through and decide to join us, we will lead you into our seamless onboarding experience. Join us and be part of something extraordinary!
We appreciate different perspectives, thoughts, experiences and backgrounds. By strengthening an appreciative, inclusive, respectful and equal working environment, we create a culture in which all our employees feel free to be who they are. To find out more about our commitment to diversity click here
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