Senior Customer Service Specialist (Order Management)

Role Overview: Deliver an exceptional customer experience by promptly addressing client inquiries, resolving challenges effectively, and ensuring smooth day-to-day order operations in alignment with organizational standards and industry compliance guidelines.

Key Responsibilities

Order Processing & Fulfillment: Manage and enter customer orders accurately from multiple channels (email, phone, messaging platforms, and internal sales teams) to guarantee on-time order fulfillment. Distributor & Stock Coordination: Oversee inventory replenishment billing to satisfy distributor purchase requests. Customer Inquiry & Dispute Resolution: Act as the primary liaison for client queries and resolve complaints diplomatically, escalating complex matters to appropriate internal stakeholders when required.

Complaint Tracking: Record and monitor complaints within the internal tracking system to ensure timely closure and root-cause resolution. Cross-Functional Collaboration: Partner closely with internal commercial teams, credit control/finance, and supply chain partners. Logistics & Returns Management: Liaise between warehouse partners, external third-party logistics (3PL) providers, and customers regarding delivery issues, order discrepancies, and returns.

Quality & Regulatory Compliance: Adhere strictly to company operating procedures and support regulatory quality standards, specifically Good Distribution Practice for Medical Devices (GDPMD). Ad-Hoc Support: Assist with other operational duties and projects as assigned.

Requirements

Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related discipline. Proficiency in Microsoft Office applications (Excel, Word, PowerPoint). At least 4 years of solid background in customer care, order processing, and customer operations. Proven track record handling end-to-end order execution, high-touch customer support, and complaint resolution.

Strong interpersonal, problem-solving, and cross-functional collaboration skills. High attention to detail, adaptability, and the ability to work independently under tight deadlines in a fast-paced environment.