Website:
cognizant.ai
Job details:
Job Summary
Serve as a specialist in customer service and advanced order management for a global organization handling complex order lifecycles issue resolution and coordination with internal teams in a hybrid day shift model while ensuring accuracy compliance and a high quality experience for customers in the medical devices domain when applicable.
Responsibilities
- Manage end to end order processing using advanced order management tools to ensure accurate entry timely validation and smooth fulfillment for all assigned customer accounts.
- Coordinate proactively with internal supply logistics finance and commercial teams to resolve order blocks allocation issues and billing questions in a timely and transparent manner.
- Respond promptly and professionally to customer inquiries through phone mail or collaboration platforms providing clear updates on order status delivery timelines and any service impacts.
- Monitor open orders backlogs and service requests on a daily basis to identify potential delays early and take corrective actions that protect customer commitments.
- Maintain accurate and complete documentation of conversations changes and approvals in the customer service systems so that every case remains auditable and traceable.
- Analyze recurring customer issues and order defects to recommend process improvements that reduce errors shorten cycle times and enhance satisfaction.
- Apply knowledge of medical devices operations when relevant to interpret product details regulatory considerations and handling requirements that affect order processing and customer support.
- Collaborate with quality and compliance teams to ensure that order handling and customer communications align with internal policies and external regulatory expectations.
- Support onboarding and education of customers on ordering channels reference materials and self service options to encourage efficient and error free order placement.
- Track and report key service metrics such as response times order accuracy and case resolution patterns to help the team and management identify trends and prioritize actions.
- Adapt to the hybrid work model by using digital collaboration tools effectively and by maintaining consistent communication rhythms with team members and stakeholders.
- Handle escalations with calm and structured problem solving engaging the right experts to restore service and to communicate realistic resolutions to customers.
- Contribute to initiatives that aim to improve access reliability and safety of products supplied to healthcare providers thereby supporting better outcomes for patients and communities.
Qualifications
- Bring practical experience in customer service or order management roles for at least one year with a strong focus on accuracy responsiveness and collaborative problem solving.
- Demonstrate hands on proficiency in advanced order management platforms and related business applications with the ability to learn new systems quickly.
- Show solid understanding of core customer service practices including case logging status updates escalation handling and expectation management.
- Apply clear and concise communication skills in spoken and written form so that diverse stakeholders can easily understand status risks and required actions.
- Use analytical thinking and basic data interpretation to review reports identify anomalies in orders and suggest targeted corrective or preventive steps.
- Exhibit familiarity with the medical devices or broader healthcare domain as a desirable asset that supports more contextual and empathetic customer interactions.
- Operate effectively in a hybrid work setup by managing time independently staying reachable during agreed hours and using virtual collaboration channels with discipline.
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