Customer Service Representative

Job description

Primary Function of Position The primary responsibility of a Customer Service Executive is to oversee the entire order lifecycle, ensuring accuracy, efficiency, and customer satisfaction throughout the order fulfillment process. This includes managing complex orders from entry to completion, collaborating with various teams, and maintaining data integrity. Additionally, will also play a key role in process improvement and ensuring compliance with company policies and procedures.

Essential Job Duties

Order Processing and Management: Overseeing the accurate and timely processing of customer orders from initiation to fulfillment. Coordinating with internal teams (sales, logistics, warehouse, finance) to ensure smooth order execution. Managing order changes, cancellations, and backorders effectively. Ensuring accurate invoicing and timely dispatch of goods. Utilizing Enterprise Resource Planning (ERP) systems for order tracking and management.

Customer Relationship Management

Acting as a primary point of contact for customers regarding order status, delivery timelines, and any related issues. Building and maintaining strong relationships with key clients. Addressing customer queries, resolving complaints, and escalating issues when necessary.

Reporting and Documentation

Preparing and submitting regular reports on order processing performance, including delivery schedules, backlogs, and customer feedback. Maintaining accurate and up-to-date order-related documentation.

Process Optimization and Improvement

Identifying areas for process improvement and implementing solutions to enhance efficiency and accuracy. Developing and maintaining dashboards and reports to track order processing efficiency. Ensuring compliance with company policies, industry standards, and regulatory requirements.

Collaboration and Communication

Collaborating with various internal teams (sales, logistics, warehouse, finance) to optimize order management workflows. Communicating effectively with stakeholders, including customers, sales representatives, and other internal teams.

Problem Solving

Identifying and resolving issues related to order processing, delays, or other discrepancies. Troubleshooting and implementing corrective actions to prevent future occurrences.

Qualifications

Required Skills and Experience

Minimum 8 - 10 years of experience preferably in Medical Industry. Knowledge of the order-to-cash (O2C) cycle. Proficiency in order management tools like SFDC, CRM and enterprise resource planning (ERP) systems. Proficient in Excel and Microsoft tools Excellent verbal and written communication skills to effectively interact with customers and internal teams. Strong analytical and problem-solving skills. Attention to detail and strong organizational skills.

Ability to manage multiple priorities and meet deadlines.