Associate, Global Customer Care

Position Summary:

We are looking for an Associate, Global Customer Care to join our dynamic Global Customer Care team. In this role, you will take on a higher level of responsibility for managing the order entry, and processing of surgery orders. You will be expected to handle more complex orders, provide proactive issue resolution, and mentor junior associates. Your role will be critical in ensuring accurate order processing, timely invoicing, and high customer satisfaction while supporting cross-functional teams. As a Process Associate, you will contribute to process improvement initiatives and ensure that service delivery meets and exceeds set targets.

Reports to: Manager – Global Customer Care

Key Responsibilities:

Order Management and Processing –

• Oversee the processing of incoming sales orders from order entry to release of Order's for Invoicing, ensuring accuracy and compliance with company policies.
• Handle complex order updates, including corrections, price adjustments, and surgeon/lot data, to ensure orders are cleared and invoiced in a timely manner
• Proactively track order status using SAP, Esker, and EDI systems, and manage order holds to ensure no delays in processing.
• Ensure that Purchase Order (PO) data is validated and compliant with internal guidelines.

Discrepancy Management and Issue Resolution -

• Act as the point of escalation for complex scenarios, providing timely resolutions to customer and order-related issues.
• Collaborate closely with Sales, Logistics, OMS, and Customer Service teams to resolve order issues quickly and efficiently.
• Ensure that all customer inquiries are addressed promptly with high-quality, solution-oriented responses.

Support EDI and Process Improvement –

• Assist in the day-to-day management and growth of customer adoption for EDI, Esker, and other order management solutions.
• Identify, analyze, and implement process improvements within order processing workflows to enhance accuracy and reduce turnaround time.
• Contribute to achieving key performance targets related to order accuracy, invoicing, and delivery times.

Order Block Management –

• Oversee the management and distribution of order blocks, ensuring timely resolution of issues by coordinating with appropriate teams.
• Take ownership of achieving and exceeding KPIs related to order accuracy, invoice accuracy, and on-time delivery.

Mentoring and Team Collaboration –

• Provide mentorship and guidance to junior associates, offering support in complex issue resolution and process adherence.
• Actively collaborate with team members and leadership to improve team performance and achieve operational targets.
• Maintain a "one team" attitude by sharing knowledge, supporting colleagues, and fostering a positive team environment.

Qualification:

• A bachelor's degree or equivalent in Business Administration, Supply Chain or related field
• 4-6 Years of experience in Order Management, Customer Service, or Supply Chain with a focus on sales order processing and invoicing.
• Strong understanding of Order Management Systems SAP, Esker (Good to have) EDI (Good to have)
• Excellent communication, problem-solving, and customer service skills.
• A proactive, self-starter who takes ownership of tasks and drives solutions.
• Strong attention to detail and accuracy in order processing and data management.
• Proficient in time management, balancing competing priorities while ensuring deadlines are met.

Physical Demands: Work from office – Monday to Friday, working in EMEA Shift (12:30 PM to 9:30 PM IST). Flexible to work in any shift.

Travel Requirements:  NA

Why Join Us?

As an Associate, Global Customer Care, with us, you'll be part of a global team dedicated to delivering exceptional service and operational excellence. We offer competitive benefits, opportunities for career growth, and a collaborative working environment where your contributions are valued. Join us in shaping the future of customer care and order management.

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