Customer Service and Order Management Analyst

Company Name: Alkem MedTech Pvt Ltd (On Third Party Payroll)

Roles & Responsibilities:

1. Order Management:
• Process customer orders from receipt to fulfillment, ensuring accuracy and timely delivery.
• Monitor and track order status, address any delays, and proactively communicate with customers.
• Manage returns, exchanges, and cancellations in accordance with company policies.
• Collaborate with inventory and logistics teams to resolve stock or shipping issues.
2. Customer Service Support:
• Provide excellent customer service by responding to inquiries, handling complaints, and offering solutions.
• Address customer concerns regarding order status, product availability, and shipping.
• Resolve customer issues promptly and efficiently, ensuring customer satisfaction.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
3. Communication:
• Communicate effectively with internal teams, including sales, marketing, and operations, to ensure smooth order fulfillment and resolution of customer issues.
• Keep customers informed of order status, shipment tracking, and any issues or delays.
4. Data Entry and System Maintenance:
• Accurately input customer orders, returns, and exchanges into the order management system.
• Maintain detailed records of customer interactions, transactions, and complaints.
5. Reporting and Analysis:
• Generate and analyze reports on customer service performance, order processing times, and customer feedback.
• Identify trends, issues, or opportunities for process improvements in order fulfillment and customer service.

Skills & Qualifications:

• Proven experience in customer service and order management, preferably in a fast-paced environment.
• Ability to handle multiple tasks and prioritize effectively.
• Knowledge of order management systems and CRM tools.
• Attention to detail and a strong focus on accuracy.
• Problem-solving skills and ability to work under pressure.
• Ability to analyze data and generate reports.
• Proficiency in Microsoft Office (Excel, Word, etc.).