Customer Service Representative - Order Management

Deliver better customer experiences. Keep every order moving.

Join a global organization as a Customer Service Representative (Order Management) and help ensure customer orders are processed accurately, efficiently, and on time. You'll manage Clinical and Technical orders, customer requests, data uploads, and order-related issues using systems such as SAP and Salesforce. Working closely with Sales, Logistics, Customer Service, Operations, and Quality teams, you'll help resolve customer concerns and keep the order journey running smoothly.

Your Role:

• Process and manage Clinical and Technical customer orders accurately and within established timelines using SAP and Salesforce.
• Handle customer requests, order-related concerns, and complex service issues, coordinating with the appropriate teams when additional support or approval is required.
• Maintain and upload dealer data, stock statements, consignments, and other customer or account information accurately.
• Manage territory and account-related information and monitor the status of required data uploads.
• Coordinate with Sales, Logistics, Customer Service, Operations, and Quality teams to resolve order and customer-related concerns.
• Monitor open requests and proactively follow up to ensure timely resolution and customer response.
• Apply knowledge of products, services, policies, and procedures when handling customer requests and order concerns.
• Investigate recurring issues, identify potential root causes, and recommend practical solutions.
• Communicate with customers and internal stakeholders with professionalism, empathy, and a customer-focused approach.
• Support improvements to order management processes, service quality, and operational efficiency.
• Review customer feedback and service information to identify trends, risks, and opportunities for improvement.
• Prepare relevant reports and provide data or insights to support operational decision-making.
• Collaborate with Operations, Training, and Quality Assurance teams on process improvements, knowledge sharing, and training materials.
  

Your Profile:

• Bachelor's degree in Business Administration, Marketing, Communications, Supply Chain, or a related field, with at least 2 years of experience in Customer Service, Order Management, BPO, CRM, or a similar environment.
• Experience in a client-facing BPO, shared services, or high-volume customer service environment is preferred.
• Hands-on experience with order management or CRM systems, preferably SAP and Salesforce.
• Experience handling customer requests, order concerns, escalations, and complex service issues.
• Good understanding of SLAs, KPIs, customer service metrics, and operational performance.
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify practical solutions.
• Excellent communication, active listening, and customer service skills, with strong attention to detail.
• Organized and able to manage multiple requests, priorities, and deadlines in a fast-paced environment.
• Experience in data analysis, reporting, process improvement, training, or knowledge sharing is an advantage.