Customer Service Rep Iv
4 months ago
**Careers that Change Lives
**_Customer Service Rep _**
**A Day in the Life
- Manage end to end Customer Service - Order entry, Invoicing, Credit notes, debit notes
o Distributor and Hospital Order Processing
o Verification on PO v/s sales order for price, availability, mode of shipment and other terms of PO if PO is from Hospital/Tender Supply.
o Manage bundle order, discount and service agreement orders.
o Raise freight debit note and maintain tracker.
o Inform Availability to customer against their orders.
o Change Plant to supply against order basis requirement and communication from sales and customer.
o Change UPN to supply BO items.
o Communicate customer, sales and finance for credit hold orders.
o Coordinate with warehouse for dispatch and AWB detail.
o Communicate customer on AWB and pick up from Airport in case of Airlift.
o Process GST Billing of item on consignment for >180 days and communicate customer and sales.
- Cancellation of BO item >180 days and communicate customer and sales.
o
- End to end handling of CS Operation
- By keeping track of all the CS activities and pushing for optimum output
o Update customer concern on portal and coordinate with warehouse, sales and customer to close concern as per SLA.
o Monitor customer concern, follow up for corrective action for closure.
o Maintain customer concern tracker.
o Coordinate with sales, commercial, customer on price discrepancy and track price discrepancy orders and service them once price discrepancy is resolved.
o Communicate availability to customer on need basis.
o Attend customer ,sales, finance, warehouse, planning issue based telephonic and conference calls.
o Communicate order status to customer and sales.
o Communicate BO and Expected Date of Arrival (EDA) to customer and sales.
o Communicate invoice and DC copy with customer in need.
o Monitor block order and take necessary action to service orders.
Monitor expired consignment field inventory and coordinate with customer, sales, channel to close open consignment.
o Organize reverse pick up of consignment against Hospital accounts.
o Manage emergency supplies on week end, Holiday and odd working hours.
o Manage supplies on EDC during any system/network breakdown, audit and ensure EDC regularization.
o Manage SLA for each goals and maintain KPI tracker and report on a monthly basis.
o Monitor delivery of shipments during month and quarter end to ensure delivery before quarter close to book revenue.
- To manage documentation & settlement comply Credit Notes, Commissions claims and freight Debit note within TAT.
o
- To Manage internal & external audits
- Store all PO related communication for audit purpose
- Store all important communication/documents for future audit
- Detail oriented and able to meet deadlines and team metrics, month end pressures
- Actively participate in project and initiative.
**Key Accountability:
- Customer Order Processing. Consignment and outright purchase.
- Expiry tracking, coordination and recall of consignment inventory.
- Coordination with customer, sSales, warehouse, finance, channel and commercial team and work in collaboration.
- Managing and resolving Customer Concern.
- Customer Back Order Management.
- Support order entry automation project.
- Support audit requirement.
- Manage emergency requirement in odd/off working hours.
- MIS
- Good verbal communicator and presenter
- Undertake efficient Conflict management when required
- Coaches and reviews the work of lower level specialists; may manage projects / processes.
**Must Have: Minimum Requirements
- More than 1 years’ experience in distributor / customer relationship management, and in supply chain management, related to planning, demand management and/or replenishment or warehouse management
- Minimum qualification Bachelor Degree,
- Computer literacy including sound knowledge of the MS Office suite of software.
- SAP experience
- Exposure and knowledge of the Medical Device/Pharmaceuticals Industry and how it works is desirable
- Practical knowledge in leading and managing the execution of processes & projects in Logistics or broader supply chain
**Nice to Have
**- Excellent communication and interpersonal skills: Good verbal communicator and presenter
- Professional presentation and "Presence"
- SAP & other ERP system experience
- Ecom experience
- Should be a team player
- Self motivated and positive
- Outgoing and friendly: Enthusiastic, energetic
- “Can do” attitude
- Ability to quickly establish credibility with all levels of customer base
- Good time manager: Well organized, able to set and reset priorities
- Willingness to learn, especially technical information
**About Medtronic
**Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is
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