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Job Information

Philips Senior Manager, Supply Chain Management & Customer Service in Suzhou, China


You have the opportunity to

Provide strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers in Su Zhou GBS hub.

Your responsibilities

  • Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.

  • Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

  • Reviews warranty claims.

  • Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.

  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

  • Pro-actively embeds quality in products and processes while complying with relevant business and regulatory requirements to deliver on our customer promise.

  • Actively drives integration across the E2E value chain by identifying key drivers of value and influencing others to work cross functionally to increase operational excellence and customer value.

  • Ensures that output of our warehouse and 3PL activities meets current and future demands, regulatory and service requirements and is delivered with competitive costs and speed to our customers

  • Establishes a responsive, agile supply chain, by translating supply chain strategy into processes and policies.

  • Drives an optimal balance of supply and demand through integrated planning and effective materials management to maximize performance and profitability.

  • Initiates changes to supply chain management concepts in accordance with the customer requirements leading to continuous improvements across the E2E supply chain.

Your team

You will base in Suzhou, China, reporting to the GBS Hub Leader.

You will have the opportunity to develop your career in an award winning multinational organization rich in 128 years of innovation and success. You will be surrounded by energetic professionals and evolving in a friendly and dynamic atmosphere.

We are looking for

  • Typically requires a minimum of 12 years of related experience with a Bachelor’s degree; or 9 years and a Master’s degree; or a PhD with 6 years’ experience; or equivalent experience.

  • Preferably in Business Administration, Supply Chain Management

  • Experience with ERP and planning systems

  • Experienced with Lean methodology and methods

  • Preferably certified as Lean practitioner

  • Leadership experience is a plus

In return, we offer you

A path towards your most rewarding career. Succeeding in this role in a complex environment will open many doors for your long term career, in other areas in Philips or otherwise. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum at . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at on our career website, where you can read stories from our employee blog at . Once there, you can also learn about our recruitment process at , or find answers to some of the frequently asked questions at .

We kindly inform you that we will contact only chosen candidates.