Advisor, Global Customer Care

Position Summary:

We are seeking an Advisor, Global Customer Care to join our high-performing Global Customer Care team. In this role, you will support the end-to-end order management process, including accurate order entry, timely invoicing, and issue resolution. As an Advisor, you will manage standard and moderately complex orders, collaborate with cross-functional teams, and contribute to customer satisfaction by ensuring smooth and accurate processing of surgical product orders. You will play a vital role in maintaining service levels, data integrity, and compliance with company policies.

Reports to: Manager - Global Customer Care

Key Responsibilities:

Order Management and Processing -

• Execute order entry and validation processes, ensuring alignment with company policies and customer requirements.
• Process updates to orders such as PO changes, product adjustments, and lot/surgeon data corrections.
• Monitor order status through SAP, Esker, and EDI systems, ensuring timely processing and release for invoicing.
• Validate Purchase Orders (POs) for accuracy and compliance

Discrepancy Management and Issue Resolution -

• Identify and resolve standard order-related issues by working closely with Sales, Logistics, OMS, and Customer Service teams.
• Support the escalation process by gathering necessary data and facilitating communication between departments.
• Provide timely and professional responses to customer inquiries with a solutions-oriented approach.

Support EDI and Process Improvement -

• Assist in the onboarding and day-to-day operation of customer EDI and Esker solutions.
• Recommend process enhancements and participate in initiatives to improve order processing efficiency.
• Help track performance metrics related to order accuracy, processing time, and invoicing.

Order Block Management -

• Monitor and act on order blocks, collaborating with internal teams to ensure quick resolution.
• Support efforts to meet KPIs tied to order accuracy, invoice precision, and on-time delivery.

Collaboration and Team Support -

• Collaborate with colleagues to resolve operational issues and share best practices.
• Support team goals by assisting others during peak periods and maintaining a cooperative work environment.
• Engage in training sessions and continuous learning to improve technical and procedural knowledge.

Qualification:

• Bachelor s degree in business administration, Supply Chain, or a related field.
• 2-4 years of experience in order management, customer service, or supply chain roles, preferably in a global or healthcare setting.
• Familiarity with order processing systems such as SAP; knowledge of Esker and EDI is a plus.
• Strong communication and problem-solving skills.
• Detail-oriented with a high degree of accuracy in data entry and documentation.
• Ability to manage time effectively and work across multiple priorities.

Physical Demands: Flexible to work in any shift

Travel Requirements: NA

Why Join Us

As an Advisor, Global Customer Care you will be a key part of a global team focused on excellence in customer service and operational efficiency. We offer a collaborative work environment, growth opportunities, and the chance to contribute meaningfully to customer satisfaction and business success.