- SHL (Scandinavian Health Ltd) is currently the world's largest privately-owned designer, developer and manufacturer of advanced drug delivery systems. The organization was established in 1989 by Swedish entrepreneurs Roger Samuelsson and Martin Jelf with the goal of combining world-class manufacturing in Asia with the strengths of Western Management practices. SHL manufactures devices including pen injectors, auto injectors and inhaler systems. We also manufacture a range of other products including pressure mattress systems, patient lifting slings, medical soft goods, beds, neurosurgical devices, catheters and industrial equipment.
Job Overview
Customer Order Management refers to the process businesses use to handle customer orders from the moment they're placed until final deliveryand often includes after-sales support. It ensures customers get what they want, when they want it, and in the right condition.
Sales Order Management
- Customer order details are captured (items, quantity, delivery address, payment)
- Validate order (stock availability, payment authorization)
- Create order in the system (SAP)
- Maintain sales order with:
- Correct SAP material number
- Designated settlement rule
- Billing milestones
- Assure on-time delivery of sales orders
- Create sales order delivery and billing documents
Inventory Management
- Check product availability
- Reserve items or trigger replenishment if needed Capacity / Supply Evaluation and Planning
- Coordinate production plan, delivery schedule, and production capacity
- Flag capacity shortages (tools or assembly)
- Monitor tool warranty
- Maintain demand/supply plan database for S&OP (Sales & Operations Planning) exercise
Order Fulfillment
- Pick, pack, and ship items
- Generate invoice and shipment tracking
- Serve and communicate with assigned customer for daily operations
Delivery
- Transport to customer (direct shipping or via distribution network)
- Enable real-time tracking and provide estimated delivery time
Mandatory
Hard Skills
- ERP system experience (SAP SD module preferred)
- Proficiency in Excel, reporting tools, and CRM platforms
- Familiarity with medical product classifications, UDI, and lot/batch traceability
- Understanding of trade compliance, Incoterms, and export documentation
Soft Skills
- High attention to detail and data accuracy
- Excellent communication (verbal & written) with internal teams and customers
- Problem-solving mindset and ability to manage order exceptions
- Ability to work under pressure in a regulated environment
- Strong understanding of the Sales and Operations Planning (S&OP) process, including coordination between demand planning, supply planning, production capacity, and customer service.
Experience & Education
Bachelor's degree (preferred in Business, Supply Chain, Life Sciences)
35 years experience in order management, customer service, or supply chain
Experience in
medical device or pharmaceutical industry is highly preferred
