Senior Executive Customer Service (order to cash cycle)

Primary Function of Position
The primary responsibility of a Senior Executive Customer Service is to oversee the entire order lifecycle ensuring accuracy efficiency and customer satisfaction throughout the order fulfillment process. This includes managing complex orders from entry to completion collaborating with various teams and maintaining data integrity. Additionally will also play a key role in process improvement and ensuring compliance with company policies and procedures. 

Essential Job Duties

Order Processing and Management:

• Overseeing the accurate and timely processing of customer orders from initiation to fulfillment.
• Coordinating with internal teams (sales logistics warehouse finance) to ensure smooth order execution.
• Managing order changes cancellations and backorders effectively.
• Ensuring accurate invoicing and timely dispatch of goods.
• Utilizing Enterprise Resource Planning (ERP) systems for order tracking and management.

Customer Relationship Management:

• Acting as a primary point of contact for customers regarding order status delivery timelines and any related issues.
• Building and maintaining strong relationships with key clients.
• Addressing customer queries resolving complaints and escalating issues when necessary.

Reporting and Documentation:

• Preparing and submitting regular reports on order processing performance including delivery schedules backlogs and customer feedback.
• Maintaining accurate and up-to-date order-related documentation.

Process Optimization and Improvement:

• Identifying areas for process improvement and implementing solutions to enhance efficiency and accuracy.
• Developing and maintaining dashboards and reports to track order processing efficiency.
• Ensuring compliance with company policies industry standards and regulatory requirements.

Collaboration and Communication:

• Collaborating with various internal teams (sales logistics warehouse finance) to optimize order management workflows.
• Communicating effectively with stakeholders including customers sales representatives and other internal teams.

Problem Solving:

• Identifying and resolving issues related to order processing delays or other discrepancies.
• Troubleshooting and implementing corrective actions to prevent future occurrences. 

Qualifications :

Required Skills and Experience

• Minimum 10 years of experience preferably in Medical Industry.
• Knowledge of the order-to-cash (O2C) cycle. 
• Proficiency in order management tools like SFDC CRM and enterprise resource planning (ERP) systems.
• Proficient in Excel and Microsoft tools
• Excellent verbal and written communication skills to effectively interact with customers and internal teams.
• Strong analytical and problem-solving skills.
• Attention to detail and strong organizational skills.
• Ability to manage multiple priorities and meet deadlines.

Required Education and Training

• Any Graduate or Post Graduate

Preferred Skills and Experience

• Exposure of handling Projects
• Proficiency in Data Analysis
• Knowledge of commercial terms and tax regulations

Additional Information :

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Remote Work :

No

Employment Type :

Full-time