Senior Customer Service Specialist (Order Management)

Role Overview:
Deliver an exceptional customer experience by promptly addressing client inquiries, resolving challenges effectively, and ensuring smooth day-to-day order operations in alignment with organizational standards and industry compliance guidelines.

Key Responsibilities:

• Order Processing & Fulfillment: Manage and enter customer orders accurately from multiple channels (email, phone, messaging platforms, and internal sales teams) to guarantee on-time order fulfillment.
  
• Distributor & Stock Coordination: Oversee inventory replenishment billing to satisfy distributor purchase requests.
  
• Customer Inquiry & Dispute Resolution: Act as the primary liaison for client queries and resolve complaints diplomatically, escalating complex matters to appropriate internal stakeholders when required.
  
• Complaint Tracking: Record and monitor complaints within the internal tracking system to ensure timely closure and root-cause resolution.
  
• Cross-Functional Collaboration: Partner closely with internal commercial teams, credit control/finance, and supply chain partners.
  
• Logistics & Returns Management: Liaise between warehouse partners, external third-party logistics (3PL) providers, and customers regarding delivery issues, order discrepancies, and returns.
  
• Quality & Regulatory Compliance: Adhere strictly to company operating procedures and support regulatory quality standards, specifically Good Distribution Practice for Medical Devices (GDPMD).
  
• Ad-Hoc Support: Assist with other operational duties and projects as assigned.
  
  

Requirements

• Diploma or Bachelor's Degree in Business Administration, Marketing, Economics, or a related discipline.
  
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
  
• At least 4 years of solid background in customer care, order processing, and customer operations.
  
• Proven track record handling end-to-end order execution, high-touch customer support, and complaint resolution.
  
• Strong interpersonal, problem-solving, and cross-functional collaboration skills.
  
• High attention to detail, adaptability, and the ability to work independently under tight deadlines in a fast-paced environment.