Supply Chain Customer Operations Specialist

Overview

Company: Olympus Medical Systems Vietnam Co., Ltd

HCM office: 7th Floor, Viettel Building, 285 Cach Mang Thang Tam, Hoa Hung Ward, HCMC

OLYMPUS MEDICAL SYSTEMS VIETNAM CO., LTD is a subsidiary of OLYMPUS CORPORATION, one of the Japanese leading manufacturers for medical field. Along with our business expansion in Vietnam, we are looking for suitable, qualified candidates for the following positions at our offices in Ho Chi Minh City and Hanoi.

Primary Purpose

Supply Chain Customer Operations Specialist is responsible for leading a high-performing team to deliver exceptional customer service, efficient order management, and comprehensive oversight of demonstration and loaner assets within the supply chain.

Oversees the end-to-end order lifecycle, from customer order creation to fulfillment, while also managing asset tracking, maintenance, deployment, and returns to support sales processes and customer needs.

Drive operational excellence, foster a customer-centric and innovation-driven culture, optimize asset utilization and availability, minimize costs-to-serve, and align strategies with Olympus's broader business objectives to maintain a competitive edge in the market.

Overseeing asset warehouse operations, ensuring efficient logistics, inventory management, compliance with quality standards, and continuous improvements in efficiency, quality, and service delivery.

Key Accountabilities

1. Strategic Vision & Execution

• Develop and execute a strategic vision for customer operations and asset management, aligning with Olympus's business goals and adapting to market dynamics.
• Analyze customer insights, feedback, and asset performance metrics (e.g., cost, quality, delivery) to identify service gaps and implement continuous improvement initiatives.
• Collaborate with the APAC regional team to harmonize processes and drive operational consistency across the region.
• Evaluate and address long-term asset storage and operational needs to support organizational goals and efficiency.
• Benchmark performance against regional, global, and industry standards, identifying areas for improvement.
• Drive continuous improvement initiatives to enhance service quality, operational performance, and innovation.
• Develop and maintain contingency plans to address potential disruptions in operations.

2. Operational Excellence

• Oversee the end-to-end order management process, ensuring timely and accurate fulfillment of customer orders.
• Define, establish, and monitor key performance indicators (KPIs) to achieve service productivity, quality targets, cost efficiency, and operational effectiveness.
• Streamline processes and policies to enhance efficiency, scalability, customer satisfaction, asset utilization, and availability.
• Develop, implement, and maintain standard operating procedures (SOPs) for all customer operations and asset management activities, ensuring alignment with Genpact and compliance with international standards (e.g., ISO 13485, GDP, GDPMDS).
• Take ownership of Genpact's performance, ensuring high-quality transactional support and adherence to service level agreements (SLAs).
• Establish a clear escalation framework to address and resolve complex customer issues promptly.
• Conduct root cause analysis for operational inefficiencies, implement corrective actions, and serve as the owner of Corrective and Preventative Actions (CAPA) and Non-Conformance (NC) related to asset control.
• Optimize asset warehouse layout, storage systems, and equipment to maximize space utilization, prevent downtime, and ensure operational continuity.
• Conduct regular audits to ensure compliance with safety, quality, and regulatory standards.
• Manage inventory in asset warehouses, including cycle counts, adjustments, write-offs, and re-allocation of underutilized assets.
• Oversee end-of-life (EOL) and obsolescence processes for demo assets.

3. Asset Logistics Management

• Coordinate with commercial teams to schedule asset shipments, returns, and fulfillment of demo and loaner requirements.
• Handle physical movement of orders and assets, including packing, delivery, and coordination with third-party logistics partners for large shipments (e.g., towers, pallets).
• Manage transportation, including import/export compliance, contracts, and optimization of routes to reduce costs and enhance delivery performance.
• Upon asset return, coordinate with the Repair and Refurbishment Center (RRC) for inspection, calibration, repairs, and packaging before receipting back into the warehouse.
• Manage indirect procurement responsibilities, such as sourcing warehouse supplies, equipment, and services to support operations.

4. Asset Tracking and Compliance

• Ensure demo and loaner assets meet regulatory requirements, including labeling, traceability, and compliance with import/export documentation and trade regulations.
• Maintain asset tracking and visibility through tools like CRM systems, ERP (e.g., SAP), or equivalent platforms.
• Ensure overall compliance with quality management systems, industry regulations, and audit guidelines.

5. Cross-Functional Collaboration

• Build and maintain strong relationships with internal stakeholders (e.g., logistics, warehousing, sales) and external partners (e.g., logistics providers, Genpact) to align objectives with broader business goals.
• Partner with cross-functional teams to address service gaps and implement value-added solutions for internal and external customers.
• Participate in cross-functional project teams, contributing to the successful execution of project goals.
• Establish regular communication channels with stakeholders to provide updates on performance.

6. Training

• Coach and share knowledge to members/partners/colleagues to increase cross -function and performance excellence.

7. Others

• Support identified department/company-level projects.
• Other tasked assigned by Department Manager, APAC Project lead, and Company Management

Inherent Requirements

Formal Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Engineering, or a related field (or equivalent experience). A diploma or degree in Supply Chain or Engineering is preferred.

Key Skills / Core Competencies

• Knowledge in Logistic and Supply chain, medical devices is preferred
• Proficiency in process optimization, project management, ERP systems (e.g., SAP, Oracle), CRM tools (e.g., Salesforce), and order/asset management tools.
• Knowledge of workplace safety regulations, quality management systems (e.g., ISO 13485, GDP), industry regulations, compliance standards, and cost-effective transportation strategies.
• Fluently speacking in English (TOEIC 700)
• Computor's skill (Word, Excel, PPT)

Experience

• 5–10 years of experience in customer operations, order management, asset management, or warehouse management.
• Proven experience in managing shared service providers, external partners, or third-party logistics (3PL) providers.

Benefits:

• Professional and stable working environment
• Salary according to ability, annual salary increases
• Support for petrol allowance, monthly phone costs
• Health Care Insurance Package, Annual Health Checkup
• Team-building activities

Interested candidates are kindly requested to send application and English CV with recent photo.

(Qualified candidates will only be contacted for interview. Applications will not be returned.)

We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply.

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