Customer Service Representative

Changing lives. Building Careers. Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what s possible and making headway to help improve outcomes. ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsible for ensuring all orders received by fax, email or other sources are processed and acknowledged accurately and promptly upon receipt. Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel. Identify and understand customer s needs and provide adequate support; Identify and solve problems using available resources. Maintain a current knowledge of products offered in catalogue to support providing basic product information. Handle customer complaints; Complete the required documentation within the time limit and submit to the relevant organization; Arrange the product returns and raise credit notes, where required. Ensure order processing holds are addressed in a timely manner and gather all required documentations necessary to allow shipments Liaise with Distributor within your portfolio on a weekly basis as minimum to support business development. Participate to calls with Sales and distributors to ensure revenue growth and stock management Proactively communicate product availability to customer; Manage backorders, where required, informing the customers of availability dates. Create and distribute daily sales invoices, and weekly backorder report whenever necessary. Process requests for catalogues, price sheets, certificates of origin and copies of invoices. Follow Open order on a daily basis independently and request necessary actions from other departments. Provide support to the sales team: pricing, quotes, service contract offers, product samples, customer call, customer account creation. Liaise with other departments to resolve customer inquiries. Ensure daily, weekly and monthly reporting is carried out as per business requirements. Provide feedback on a daily basis to the team leader / supervisor. Actively engage in projects to improve service levels and customer satisfaction. Perform other related duties as assigned by management. Will be required to work during Indian public and bank holidays, subject to local law