Customer Service Rep III

Job summary

About Medline India

Required skills

• Excellent verbal and written English communication skills are required.
• Methodical organization, self-motivation, prioritization and workload-management skills are required.
• Candidates should be able to work independently and with culturally diverse teams.
• ERP knowledge and accurate data entry are required; QAD or MFGPRO is preferred.
• Candidates should have problem-solving, follow-up, escalation-handling and cross-functional coordination skills.

Key responsibilities

• Process and enter sales orders accurately in the ERP system against customer purchase orders and requirements.
• Achieve daily order-entry targets and maintain accuracy in all tasks.
• Work on EDI, customer follow-ups and complaint management.
• Identify Kaizens and process improvements.
• Follow internal policies, standard operating procedures and service-level agreements.
• Stay current on system features, process updates and tool enhancements.
• Complete required training and undertake additional aligned responsibilities assigned by management.

Additional skills

• Understanding customer service integration with sales pipelines, account management or commercial support is advantageous.
• Sales-support reporting experience, including back orders, fulfillment rates or complaint analysis, is advantageous.
• Power BI and Excel dashboard familiarity is advantageous.
• Healthcare, medical-device, medical-consumables or pharmaceutical experience is a plus.

Experience and education

• Three to six years of customer service experience is required.
• Graduation in any discipline is required; postgraduate management study is preferred.
• Hands-on QAD or MFGPRO experience is a plus, while hands-on experience with another ERP is required.
• Customer service or order-management experience in related business functions is a plus.
• Good email etiquette and intermediate PowerPoint, Word and Excel skills are required.

Working hours

• Working hours are 10:30 a.m. to 7:30 p.m. during daylight saving time.
• Working hours are 11:30 a.m. to 8:30 p.m. during non-daylight-saving time.
• Availability on public holidays may be required based on business needs.