Customer Service Specialist (Order Processing)

As a Customer Service Specialist in the medical device industry, you will play a crucial role in ensuring
customer satisfaction and support. You will be responsible for managing customer inquiries,
processing orders, and providing technical assistance. Your role will involve collaborating with internal
teams to resolve issues promptly and maintain high customer service standards.
Essential functions and duties
 Prepare sales orders, quotations, and other documents related to sales inquiries.
 Handle customer inquiries, providing timely and accurate information on product availability,
pricing, and order status.
 Process orders accurately and efficiently, ensuring timely delivery.
 Monthly follow-up with the sales team on open order status, ensuring effective communication
and timely updates.
 Resolve customer complaints and escalate issues as needed.
 Stay updated on industry trends and product knowledge to provide accurate information to
customers.
 Ensure compliance with regulatory requirements and company policies.
 Address discrepancies on orders, collaborating closely with the sales team and 4PL partner.
 Follow up on credit notes and ensure the returns products into the system in a timely manner.
 Proactively identify and address potential order processing issues to prevent delays and enhance
overall efficiency.
 Handle guarantees claim requests from customers, ensuring timely document submission within
specified timeframes.
 Follow up on back-ordered items from HQ, coordinating with relevant departments to minimize
delays.
Qualifications
• 3+ years of experience in customer service, preferably in the medical device industry
• MS Office proficient especially MS-Excel.
• Excellent communication, good at work prioritization and problem solving.
• High responsibility, ability to work under pressure and reach set deadlines.
 Strong organizational and multitasking abilities
 Ability to work independently and as part of a team in a fast-paced environment.
 Knowledge of medical terminology and understanding of medical device regulations is
preferred.