Customer Service Specialist

Overview

Responsible for the timely and accurate processing of sales orders, liaising with customers and relevant Masimo departments to ensure prompt delivery and satisfied customers. Provide regular metrics on delivery times and backlogs. Develop and implement logistics strategies to improve efficiency, reduce costs, and enhance service levels. Oversee end-to-end supply chain operations, including transportation, warehousing, and distribution. Collaborate with suppliers, vendors, and internal teams to ensure seamless logistics operations. Monitor and optimize inventory levels to meet demand while minimizing excess stock. Ensure compliance with local regulations, safety standards, and company policies. Analyze logistics data and performance metrics to identify areas for improvement. Lead negotiations with logistics providers and vendors to secure favorable terms. Drive continuous improvement initiatives to enhance supply chain processes. Manage and develop a high-performing logistics team.

Orders Management

- Sales Orders for Australia

- Place Sales Orders (SO) to the US Customer Service Team

- Manage sales and virtual warehouse stock levels

- Manage stock transfers back to other warehouse or other location

- Customer Purchase Orders

- Lead and Manage Pick, Pack and Shipment of Customer Purchase Orders (POs)

Warehouse Inventory Management

- Inventory Management

- Daily monitoring and follow-up on SO progress

- Ensure adequate stock levels maintained (minimum par levels, inclusive of growth)

- Manage backorders, informing Country Manager of all unresolved Open Orders

- Prepare Backorder reports every Monday of the week, and share with the Country Manager

- Liaise with International as required, including US, Europe, Malaysia and Mexico

- Work closely with Logistics Specialist/Warehouse coordinator for shipment arrivals

- Inventory Control

- Lead physical inventory counts, reconcile with Expandable

- Cycle Count top 30 part numbers per month

- Physical Inventory (PI) of all Part Numbers at prescribed intervals

- Stock management reporting responsibilities to US Inventory Team, maintaining records

- Transfer stock to and from quarantine inventory as directed by US Inventory Team

Minimum & Preferred Qualifications and Experience

Qualifications & Requirements:

- Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field.

- 7 - 10 years of experience in logistics, supply chain, or operations management.

- Proven track record in managing large-scale logistics operations in Australia.

- Strong analytical and problem-solving skills.

- Excellent leadership and team management abilities.

- Proficiency in logistics software and enterprise resource planning (ERP) systems.

- Ability to work in a fast-paced, dynamic environment.

Preferred Qualifications:

- Logistics, import/export and customs expertise, inventory management, supply chain management across multiple industries preferred.

- Strong project and change management skills in order to manage multiple projects and resources in a dynamic and highly changing environment.

- Strong Excel skills.

- Proven cost reduction track record and Project management skills preferred.

Education:

Bachelor’s degree in Business, or Supply Chain Management, or 10+ years of related experience.

Physical requirements / Work Environment

This position primarily works in an office environment. It requires frequent sitting, standing and walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities. Some local travel is necessary, so the ability to operate a motor vehicle and maintain a valid Driver’s license is required. Some domestic and international travel is also required.

The physical demands of the position described herein are essential functions of the job and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described.

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