Customer Service Agent
Core
Own the end-to-end order management process and act as the single point of contact for customer and order-related matters.
Role type
Customer Service Agent (Order Management)
Builds
Order fulfillment and delivery coordination for pharmaceutical products
Domain
Pharmaceuticals / B2B Sales
Required skills
End-to-end order lifecycle management, real-time customer support, KPI tracking for customer segmentation, cross-functional coordination (Sales, Supply Chain, Finance), shipment planning, complaint handling, customer master data management
Preferred skills
Experience with internal distribution departments, experience with international customers/departments, Data mining tools (Celonis), CRM tools (SAP C4C)
Technologies
SAP, MS Office
Responsibilities
Manage end-to-end order life cycle (booking, cleaning, dispatch, documentation), provide dedicated real-time customer support via phone/meetings/emails, coordinate with Sales/Supply Chain/Logistics for on-time delivery, monitor and escalate open orders, align on demand allocation, handle batch allocation and documentation, plan domestic/export/intercompany shipments, manage return processes, maintain customer master data
Seniority
Mid-level, hands-on IC
