Global Customer Care Associate

9 hours ago

Pune, Maharashtra, India beBeeCustomerCare Full time ₹ 10,00,000 - ₹ 15,00,000
Job OverviewWe are seeking a highly skilled and detail-oriented professional to join our team as an Associate in Global Customer Care. This role involves managing complex international surgery orders, driving accuracy and efficiency, and delivering exceptional customer service.Key Responsibilities:
  • Order Management:
    • Oversee the timely and accurate entry, processing, and invoicing of high-volume and complex international surgery orders
    • Perform advanced corrections, pricing validations, and data entry for surgeon lot details, ensuring compliance with internal controls and audit requirements
    • Utilize company platforms, SAP, Salesforce, EDI, to monitor order flow, proactively manage exceptions, and support seamless order clearance and invoicing
  • Dispute Resolution:
    • Lead the resolution of complex order-related issues and disputes, coordinating across Sales, Logistics, OMS, and regional Customer Service teams
    • Ensure timely and professional responses to customer queries and internal escalations, driving root cause resolution
    • Support investigation and documentation of recurring issues to reduce order fallouts
  • Process Improvement:
    • Collaborate with Global Process and Systems teams to identify and drive continuous improvements in order cycle time, accuracy, and user experience
    • Provide feedback and mentorship to junior team members on best practices and system usage
  • Order Block Management:
    • Manage and distribute order blocks efficiently across teams for resolution within SLA
    • Monitor and report on key performance metrics such as order accuracy, invoice timeliness, and processing efficiency
    • Provide analysis and insights to drive strategic improvements in customer care delivery

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