Ho Chi Minh City, Vietnam
Published on: October 28, 2026
The Senior Specialist, Customer Service is responsible for the end-to-end order management process for hospitals, distributors and tender customers in Vietnam. The role ensures that orders are processed accurately, delivered on time and in full, and in compliance with company policy and medical device regulations. The postholder acts as the main point of contact between Sales, Warehouse/Logistics, Finance, Quality and Regulatory teams, and as a subject-matter expert who supports process improvement and the development of junior colleagues.
1. Order management
1.1. Receive, validate and process purchase orders from distributors, hospitals and tender customers in the ERP system (e.g. SAP) within agreed service-level timelines.
1.2. Verify pricing, contract terms, payment terms and customer master data before order release.
1.3. Prioritise and expedite urgent orders, including surgical-case and emergency requests.
2. Supply and delivery coordination
2.1. Check stock availability, lot and expiry information, and coordinate allocation with the Warehouse, Planning and 3PL partners.
2.2. Manage backorders and proactively inform customers and Sales of delivery schedules, shortages or delays, and propose alternatives.
2.3. Track shipments through to proof of delivery and resolve delivery issues with logistics providers.
3. Customer and stakeholder communication
3.1. Serve as the primary day-to-day contact for assigned key accounts and distributors; build strong working relationships.
3.2. Work closely with Sales, Marketing and Finance to align on forecasts, promotions, credit holds and collections.
3.3. Handle customer enquiries and escalations professionally, and follow each case through to resolution.
4. Tender and contract support
4.1. Support the delivery of tender and contract orders, ensuring compliance with awarded quantities, prices and delivery milestones.
4.2. Maintain tender and contract tracking records and flag risks of under- or over-delivery.
5. Returns, complaints and compliance
5.1. Process returns, credit and debit notes, and replacement orders in line with company procedures.
5.2. Log and forward product quality complaints and adverse-event information to Quality Assurance / Regulatory Affairs within the required timeframe.
5.3. Ensure all documentation (invoices, delivery notes, import and traceability records) is complete and audit-ready, in line with GDP, internal SOPs and company compliance policies.
6. Reporting and continuous improvement
6.1. Prepare and analyse customer service reports, including OTIF, order cycle time, backorder and returns rates.
6.2. Identify root causes of recurring service failures and recommend process improvements.
6.3. Support the rollout of new systems, processes and SOPs, and train or coach junior team members.
• Bachelor's degree in Supply Chain, Logistics, Business Administration, Economics or a related field.
• At least 4–6 years of experience in customer service, order management or supply chain coordination, ideally in the medical device, pharmaceutical or healthcare industry.
• Experience working with hospitals, distributors or tender-based customers is an advantage.
• Hands-on experience with an ERP system (SAP preferred).
• Solid understanding of the order-to-cash process, inventory, import/export and distribution flows.
• Familiarity with lot/expiry control, traceability and quality compliance requirements for medical products.
• Strong analytical skills and proficiency in Microsoft Excel; ability to produce clear reports.
• Excellent attention to detail and ability to manage multiple urgent priorities.
• Strong communication, negotiation and problem-solving skills; comfortable engaging with cross-functional and external stakeholders.
• Fluent written and spoken English and Vietnamese.
• Customer-focused, accountable and proactive.
• Calm under pressure, particularly with time-critical orders.
• Collaborative, with the ability to influence without formal authority.
To apply, please send your updated CV to Dang Le at [email hidden], quoting the job title or Click Apply Now. Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified.
As part of our hiring process, this role may use Keystone AI’s artificial intelligence or automated tools to assist with reviewing and screening applications. These tools support, but do not replace, human judgment in making hiring decisions.
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CGP Group is an affirmative equal-opportunity employer and recruitment firm. We evaluate qualified applicants without regard to race, color, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Information provided in this advertisement is for recruitment purposes only.
