Senior Customer Service Associate

Cytiva

4 - 9 years

2 - 5 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

order management erp ticketing sap analytical billing life sciences customer service oracle logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

What you will do:

Enter, validate, and process customer purchase orders in the ERP system (e.g., SAP, Oracle, Microsoft Dynamics). Review order accuracy: pricing, discounts, product availability, payment terms, and delivery instructions. Coordinate order fulfillment with warehouse, logistics partners, and production teams.
Monitor order status and proactively manage delays, backorders, or stock issues. Act as a primary contact for order-related queries from customers and internal stakeholders. Provide updates on order confirmation, shipment, delivery timelines, and exceptions.
Resolve order discrepancies, shipment issues, or documentation errors in a timely manner. Prepare and verify shipping documents such as invoices, packing lists, and delivery notes. Ensure compliance with company policies, trade regulations, and customer requirements.
Handle advanced and escalated customer queries via email, phone, chat, or ticketing systems. Manage high-volume or priority accounts with empathy, ownership, and professionalism. Maintain accurate order records and documentation for audits.
Track daily orders, open orders, and delivery performance. Support root-cause analysis for recurring operational or order issues. Identify opportunities to streamline processes and improve order cycle efficiency. Ensure data accuracy across systems and support reporting activities.

Who you are

Experience - Solid 4+ years in Commercial Field - Order Management / Customer Service.
Knowledge of ERP systems (SAP/Oracle/MS Dynamics).
Ability to work under time pressure and manage multiple orders simultaneously.
Problem-solving and analytical thinking. Customer-centric mindset with strong ownership.
Proficiency with MS Excel and reporting tools.

Travel, Requirements:

Ability to travel - 10 % travel, overnight, within India or overseas

It would be a plus if you also possess previous experience in:

LC and Bank Transactions will be an added advantage.
Hands-on knowledge in Warehouse operations, customs, banking, Freight forwarders.
Handling for Service Orders and Billing.

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