Executive - Customer Service

5 days ago

Mumbai Maharashtra, India Carestream Health Full time

**Date**:Aug 3, 2025

**Location**: Mumbai, IN

**Company**:Carestream Health

**Position Summary**:
As a senior executive you will manage the end-to-end lifecycle of service parts orders, ensuring accuracy, timeliness, and customer satisfaction. You will take ownership of complex order handling, coordinate with cross-functional teams, and contribute to process improvement initiatives.

**Position Responsibilities**:
**Order Management**
- Process service parts orders accurately using ERP systems (e.g., SAP SD).
- Validate and verify order details: part numbers, pricing, delivery terms, and customer requirements.
- Monitor open orders, backlogs, and coordinate follow-ups to ensure on-time delivery.

**Customer & Internal Stakeholder Coordination**
- Serve as a point of contact for escalated customer queries related to order status, delays, or special handling.
- Collaborate with logistics, planning, warehouse, and customer service teams to resolve order and delivery issues.

**Co-ordination & Issue Resolution**
- Investigate and resolve complex problems related to inventory mismatches, part availability, blocked deliveries, and urgent shipment requests.
- Provide root cause analysis and recommend preventive measures.

**Reporting & Documentation**
- Generate daily/weekly order fulfillment reports and performance dashboards.
- Maintain accurate documentation of customer interactions, order changes, and exceptions.

**Support Process Improvement**
- Identify gaps in the order processing lifecycle and contribute to workflow enhancements and automation.
- Participate in system testing, SOP updates, and training sessions for junior staff.

**Required Skills & Education**:

- Bachelors degree in any related field.
- 4-7 years experience in order management or supply chain operations.
- Strong understanding of order-to-cash (O2C) processes and aftermarket supply chains
- Hands-on experience with ERP systems (SAP SD/MM preferred); working knowledge of MS Excel (pivot tables, VLOOKUP).
- Good understanding of inventory, logistics coordination, and SLA compliance.

**Desired Skills**:
**Work Environment**:
**Physical Requirements**:

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