Customer Relations Associate (Order Management)

Deliver better customer experiences. Keep every order moving.

Join a global organization as a Customer Relations Associate (Order Management) and help deliver accurate, responsive, and high-quality service throughout the customer order journey. You'll manage Clinical and Technical orders, customer requests, data uploads, and complex service issues using systems such as SAP and Salesforce. Working closely with Sales, Logistics, Customer Service, Operations, and Quality teams, you'll help resolve issues, improve processes, and ensure a seamless customer experience.

Your Role:

• Manage the timely and accurate fulfillment of Clinical and Technical orders in SAP and Salesforce.
• Process and monitor dealer data, stock statements, consignments, and other customer-related data uploads.
• Maintain accurate territory and account information and monitor upload status.
• Handle complex customer requests, escalations, and issues requiring specialized knowledge or approvals.
• Build and maintain strong knowledge of products, services, policies, and procedures relevant to customer and order management.
• Work closely with Sales, Logistics, Customer Service, and other stakeholders to resolve order discrepancies and customer concerns.
• Monitor customer requests and proactively follow up to ensure timely and complete resolution.
• Analyze customer issues, gather relevant information, identify root causes, and recommend practical solutions.
• Demonstrate empathy and customer-focused communication when handling concerns and escalations.
• Identify opportunities to streamline processes, improve efficiency, and enhance service quality.
• Analyze customer feedback and call recordings to identify trends, risks, and improvement opportunities.
• Prepare and share reports and insights with leadership and relevant teams to support decision-making.
• Collaborate with Operations, Training, and Quality Assurance teams to support consistent service delivery.
• Contribute to training materials, knowledge-sharing initiatives, and service improvement activities.

Your Profile:

• Bachelor's degree in Business, Marketing, Communications, or a related field, with at least 2 years of experience in BPO, Customer Service, CRM, Order Management, or a similar environment.
• Experience in a client-facing role within a BPO, shared services, or high-volume customer service environment.
• Hands-on experience with CRM or order management systems, preferably Salesforce and/or SAP.
• Experience handling customer escalations, complex requests, and order-related concerns, with a strong focus on customer satisfaction.
• Good understanding of SLAs, KPIs, customer service metrics, and process performance.
• Strong analytical and problem-solving skills, with the ability to identify root causes, interpret data, and develop practical solutions.
• Excellent communication, active listening, presentation, and professional writing skills, with strong attention to detail and accuracy.
• Highly organized and able to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Experience with data analysis, reporting, process improvement, or training/coaching support is an advantage.