SCM Manager, Logistics and Customer Service

About the Company

As a global medical device company originating from Japan, we pursue reliable quality and technology to contribute to healthcare in more than 160 countries and regions around the globe. We promise to walk alongside healthcare professionals to continue to make great contribution to society, now and into the future.

Summary of the Role

The SCM Manager, Logistics and Customer Service leads TKC’s (Terumo Korea Cooperation) end-to-end supply chain execution across warehouse and logistics operations, logistics contracts, 3PL management and bidding, customs clearance, inventory and consignment operations, and Customer Service. The role integrates demand and supply considerations into inventory decisions, builds scalable consignment and Customer Service operating models, and delivers measurable improvements in service, cost, compliance, process and systems. As a people manager and project leader, the position establishes clear governance, develops team capability, and partners cross-functionally to support sustainable business growth.

Key Responsibilities

1. Logistics, Warehouse and Contract Management 

• Warehouse and Logistics Operations: Lead inbound, storage, outbound, transportation and delivery operations, ensuring accuracy, product integrity, service reliability and compliance. 

• Contract Management: Own logistics-related contract administration, renewal planning, scope and service alignment, commercial governance, invoice validation, and vendor obligations in collaboration with Procurement, Finance and Legal. 

• 3PL Management: Manage 3PL performance through SLAs, KPIs, business reviews, capacity planning, cost control, issue escalation, corrective actions and continuous improvement. 

• 3PL Bidding Leadership: Lead logistics tenders end to end, including RFI/RFQ/RFP preparation, requirements and scope definition, cost modelling, vendor evaluation, negotiation, award recommendation, contracting, transition and post-implementation stabilization. 

• Logistics Optimization: Improve the logistics operating model, network, workflows and service solutions to increase efficiency, scalability, visibility and cost effectiveness. 

2. Customs and Trade Operations 

• Customs Clearance: Manage import and export customs clearance with brokers, forwarders and internal functions, ensuring timely clearance, accurate documentation, correct HS code application, duty and tax accuracy, and compliance with applicable requirements. 

• Trade Process Control: Maintain robust customs procedures, records, issue resolution and broker governance, and drive corrective and preventive improvement where gaps are identified. 

3. Inventory Optimization and Operations 

• Inventory Strategy and Optimization: Optimize inventory levels and service outcomes by integrating demand, supply, lead time, variability, expiry risk and business priorities. 

• Inventory Operations: Govern inventory accuracy, replenishment, allocation, cycle counting, ageing, slow-moving and obsolete inventory, expiry control and write-off risk across warehouse and field locations. 

• Planning Integration: Partner with Demand and Supply Planning stakeholders to identify risks, define mitigation actions and align inventory decisions with forecast and supply realities. 

4. Consignment Inventory and Operating Model 

• Consignment Inventory Operations: Lead end-to-end consignment inventory management, including deployment, usage confirmation, replenishment, reconciliation, field inventory audits, expiry management, discrepancy resolution and billing handover. 

• Consignment Operation Setup: Design and implement new consignment operating models, including process flows, roles and responsibilities, controls, SOPs, KPIs, SAP requirements, master data, training and go-live stabilization. 

• Compliance and Control: Establish disciplined governance to maintain inventory accuracy, traceability and appropriate controls across hospitals, agencies and other consignment locations. 

5. Customer Service Team Setup and Leadership 

• Customer Service Operating Model: Design and establish the Customer Service team, including organization structure, role definitions, capacity requirements, workflows, SOPs, service levels, escalation paths, KPIs and system support. 

• Order-to-Cash and Service Operations: Oversee order management, fulfillment coordination, delivery follow-up, invoicing handover, claims and issue resolution, and customer communication for direct and consignment business. 

• People Leadership: Recruit, onboard, coach and develop team members; set objectives, clarify accountability, manage performance and build succession and operational continuity. 

6. Process, Systems and Project Leadership 

• Continuous Improvement: Identify root causes and implement sustainable process and system improvements that enhance accuracy, productivity, compliance, visibility and customer experience. 

• SAP and Data Governance: Ensure effective SAP use, process discipline, master data quality, reporting and control across logistics, inventory, consignment and Customer Service activities. 

• Project Management: Lead cross-functional SCM and logistics projects from business case and planning through execution, risk management, change management, benefit tracking and stabilization. 

7. Stakeholder Management and Performance Governance 

• Cross-Functional Leadership: Partner with Commercial, Finance, Quality/RA, Regulatory, Legal, Procurement, IT and regional/global SCM teams to align operations with business needs and control requirements. 

• Performance Management: Establish and report operational KPIs, costs, risks, service levels and improvement actions, providing clear recommendations and escalation where leadership decisions are required. 

Functional / Technical Skills

• End-to-End Operational Excellence: Strong hands-on experience across Planning, Logistics and Customer Service, with the ability to connect demand, supply, inventory and execution decisions.
• 3PL Bidding and contract process: Proven experience managing 3PL partners and leading logistics bidding / tender processes end to end.
• SAP/ERP & Systems Architecture: Advanced SAP operational knowledge and advanced MS Office proficiency, particularly Excel and PowerPoint. 
• Problem-Solving Skills and Proven achievement in process/system improvement: Proven achievement in process and system improvement, including implementation and sustained adoption. 
• Strategic Planning: Robust analytical capabilities in Demand and Supply Planning, balancing high-level forecasting with meticulous execution.
• Project Management: Demonstrated experience leading complex cross-functional projects from design through stabilization. 
• Stakeholder Communication: Professional fluency in English and Korean (written and verbal) to facilitate seamless collaboration with regional/global stakeholders and drive cross-functional alignment.

Experience:

• Minimum 10 years of relevant professional experience in end-to-end Supply Chain Management in the medical device, healthcare or pharmaceutical industry is advantageous
• Minimum 3 years of direct people-management experience, including team leadership, coaching and capability development and consignment
• Mandatory minimum 3 years of hands-on consignment inventory operations experience, including reconciliation, replenishment, expiry control and operational governance. 

Education & Experience

•  Bachelor’s Degree: Bachelor’s degree or above from an accredited four-year university in Supply Chain Management, Logistics, Business Administration, Industrial Engineering, International Trade or a related discipline. Major is not a mandatory.
• Certifications: Professional SCM certifications (e.g., CPIM, CSCP) or Project Management professional (e.g., PMP) credentials are plus. Not a mandatory.
• Language : Advanced business English, written and verbal; professional Korean communication capability

Note to External Recruitment Agencies:

Terumo does not recognize candidate submissions from any recruitment agencies and will not be responsible for payment of any recruitment fees due to the hiring of candidates whose resumes were submitted to Terumo employees or offices without the recruiting team's acknowledgement.