Order Fulfillment Specialist, Riyadh - KSA

About the Role

Main Responsibilities

• Process customer orders, billing, credits, returns, and consignment transactions accurately in SAP.
• Monitor and manage daily customer requests, ensuring orders are processed and fulfilled on time.
• Respond to customer inquiries, complaints, claims, and service requests in a professional and timely manner.
• Investigate and resolve order, delivery, invoice, and product-related issues, escalating when required.
• Manage and prioritize incoming emails in the shared customer service mailbox and ensure SLA compliance.
• Coordinate delivery appointments through NUPCO and other customer platforms.
• Work closely with warehouse, logistics, sales, and finance teams to resolve stock, delivery, and operational issues.
• Track open customer cases and follow up until resolution and closure.
• Maintain accurate records of customer interactions, transactions, complaints, and returns.
• Prepare reports and update operational trackers to support business performance monitoring.
• Provide proactive communication and customer support to build strong customer relationships.
• Use SAP, Excel, Outlook, MS Teams, Power BI, and SFDC to manage transactions, reporting, and customer service activities.

About You

• Bachelor Degree in Logistics, Supply Chain, Business Management, Commerce, or an equivalent or higher qualification.
• 5-7 years' experience in a customer service environment, experience within Healthcare Pharmaceuticals, or Medical Devices.
• Must have the experience in dealing with NUPCO & Governmental hospital deliveries.
• Proven proficiency in MS Office, Outlook, ERP systems SAP HANA (advantageous).
• Excellent verbal, written, and listening skills in English.
• Supervisory or Team Leader experience will be an advantage.
• Strong English communication skills and problem solving skills supported by active listening.
• Customer-focused with the ability to adapt to different personality types.
• Ability to multi-task, prioritize effectively, and meet deadlines.
• Self-starter with a strong customer-centric approach.
• High attention to detail with strong administrative and documentation skills.
• Excellent organizational and record-keeping abilities; able to work under pressure.

Work Location

• Primary Work Location: SAU Riyadh - Centria Office Building.
• Company culture emphasizes face-to-face collaboration and in-person connection.

About BD