Supervisor, Customer & Supply Chain Operations – Vietnam

Work Schedule

Environmental Conditions

Job Description

Position Summary

The Supervisor, Customer & Supply Chain Operations – Vietnam is responsible for coordinating and overseeing Thermo Fisher's Vietnam 4PL operating model, ensuring efficient execution of customer orders from quotation acceptance through final delivery.

Working closely with Commercial teams, Regional Supply Chain, Customer Service, Finance, Regulatory Affairs, Quality, and the 4PL partner, this role acts as the primary operational coordinator to ensure customer requirements are executed compliantly, efficiently, and on time.

The role combines customer order management, operational administration, logistics coordination, and partner management, while supporting business growth through effective conversion of customer opportunities into successful order fulfillment.

Key Responsibilities

Customer Order Management & Commercial Support

• Coordinate end-to-end customer order execution from quotation acceptance through final delivery.
• Partner with Commercial teams to support conversion of customer opportunities, quotations, and tenders into successful orders through the Vietnam 4PL model.
• Manage customer order backlog, shipment status, delivery commitments, and operational escalations.
• Support customer communications and issue resolution to ensure a positive customer experience.
• Ensure timely and accurate processing of orders, documentation, and fulfillment activities.

4PL Operations & Logistics Coordination

• Serve as the primary operational contact between Thermo Fisher and the Vietnam 4PL partner.
• Coordinate customer onboarding, due diligence, order processing, importation, customs clearance, warehousing, transportation, and delivery activities.
• Monitor service levels and operational performance to ensure customer and business commitments are achieved.
• Manage operational administration, reporting, compliance documentation, and process controls required to support order execution.
• Drive resolution of operational issues and support continuous improvement initiatives with the 4PL partner.

Compliance & Operational Performance

• Coordinate compliant execution of importation, customs clearance, and logistics activities in accordance with local regulations and Thermo Fisher requirements.
• Track and report operational KPIs including order cycle time, order accuracy, on-time delivery, documentation accuracy, customer complaints, and issue resolution.
• Lead corrective actions for service failures, shipment delays, customs issues, and customer escalations.
• Support development of operational controls and reporting processes as the Vietnam operating model evolves.

Cross-Functional Collaboration

• Partner closely with Commercial, Finance, Customer Service, Regulatory Affairs, Quality, Legal, and Regional Supply Chain teams.
• Support implementation of new products, business initiatives, system enhancements, and process improvements.
• Act as the operational focal point for Vietnam customer fulfillment activities.

Qualifications

Education

• Bachelor's Degree in Supply Chain Management, Logistics, Business Administration, Engineering, or a related discipline.

Experience

• 5+ years of experience in customer service, order management, logistics, supply chain operations, or related operational functions.
• Experience working with 3PL, 4PL, distributors, freight forwarders, or outsourced logistics providers.
• Familiarity with 4PL operating models and partner-based fulfillment environments.
• Knowledge of Vietnam importation regulations, customs clearance processes, and local logistics operations is highly desirable.
• Experience supporting commercial teams and managing customer order fulfillment in a fast-paced environment.
• Experience in Life Sciences, Medical Devices, Diagnostics, Pharmaceutical, Healthcare, or other regulated industries preferred.
• SAP or similar ERP experience preferred.

Skills & Competencies

• Hungry for growth and impact
• Customer Order Management
• Customer Service & Issue Resolution
• 4PL / Logistics Partner Management
• Import & Customs Coordination
• Logistics & Distribution Operations
• Operational Planning & Execution
• Stakeholder Management
• KPI Reporting & Data Analysis
• Continuous Improvement
• Strong Communication and Organizational Skills
• Ability to work effectively in a matrix environment

Key Success Measures

• Opportunity-to-Order Conversion Support
• Order Cycle Time
• Order Accuracy
• On-Time Delivery
• Customer Complaint Resolution
• Documentation Accuracy
• Customs & Regulatory Compliance
• 4PL Service Performance
• Operational Issue Resolution

Career Development Opportunity

This role offers the opportunity to build broad operational leadership capabilities across customer operations, logistics, partner management, and commercial support activities, with potential progression into broader Operations Leadership roles as the Vietnam business continues to grow. Great opportunity to scale your career directly with the business growth.