Customer Service and Order Management Analyst/Lead

About Company:

Alkem MedTech Pvt Ltd is a wholly owned subsidiary of Alkem Laboratories Ltd, which is the 5th largest listed Pharmaceutical company in terms of market share. As the first MedTech venture of Alkem Labs, Alkem MedTech is dedicated to advancing precision, high-risk, and implantable medical devices along with their accessories. MedTech is a strategic priority for Alkem Labs, representing a significant growth avenue. We are beginning our MedTech journey by focusing on Musculoskeletal solutions and have plans to expand into multiple segments, establishing a robust, multi-faceted MedTech company in the near future.

Alkem MedTech will be manufacturing in India, aligning with the vision of the Government of India to boost domestic production and innovation in the medical technology sector.

We are looking for passionate and innovative talents to join our pioneering team. If you are excited about shaping the future of medical technology and want to be part of a transformative journey, Alkem MedTech is the place for you.

Why Join Us?

Innovation-Driven Environment: Work on cutting-edge technologies in precision and implantable medical devices.

Growth Opportunities: Be part of a strategic growth initiative for one of the leading pharmaceutical companies and be part of creating a legacy.

Collaborative Culture: Engage with a team of dedicated professionals committed to making a difference in healthcare.

Impactful Work: Contribute to life-changing medical solutions in the Musculoskeletal segment and beyond.

Manufacturing in India: Support the vision of the Government of India by contributing to domestic production and innovation in the MedTech sector.

Join us at Alkem MedTech and help shape the future of healthcare technology.

Purpose of the role:

The Customer Service Analyst and Order Management professional is responsible for ensuring efficient and timely processing of customer orders while providing exceptional service and support. They act as the primary point of contact between the customer and the company, managing orders, resolving issues, and facilitating smooth communication across various departments. The role combines customer service excellence with order management tasks to meet client needs and business goals.

Roles & Responsibilities:

1. Order Management:
• Process customer orders from receipt to fulfillment, ensuring accuracy and timely delivery.
• Monitor and track order status, address any delays, and proactively communicate with customers.
• Manage returns, exchanges, and cancellations in accordance with company policies.
• Collaborate with inventory and logistics teams to resolve stock or shipping issues.
2. Customer Service Support:
• Provide excellent customer service by responding to inquiries, handling complaints, and offering solutions.
• Address customer concerns regarding order status, product availability, and shipping.
• Resolve customer issues promptly and efficiently, ensuring customer satisfaction.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
3. Communication:
• Communicate effectively with internal teams, including sales, marketing, and operations, to ensure smooth order fulfillment and resolution of customer issues.
• Keep customers informed of order status, shipment tracking, and any issues or delays.
4. Data Entry and System Maintenance:
• Accurately input customer orders, returns, and exchanges into the order management system.
• Maintain detailed records of customer interactions, transactions, and complaints.
5. Reporting and Analysis:
• Generate and analyze reports on customer service performance, order processing times, and customer feedback.
• Identify trends, issues, or opportunities for process improvements in order fulfillment and customer service.

Skills & Qualifications:

• Proven experience in customer service and order management, preferably in a fast-paced environment.
• Ability to handle multiple tasks and prioritize effectively.
• Knowledge of order management systems and CRM tools.
• Attention to detail and a strong focus on accuracy.
• Problem-solving skills and ability to work under pressure.
• Ability to analyze data and generate reports.
• Proficiency in Microsoft Office (Excel, Word, etc.).

Education background:

• BE / BTech preferred

Preferred Experience (Industry/therapy/function no. of years):

• 3-4 years of experience in the MedTech, Healthcare, Pharma, or Automobile industries in direct & Indirect material sourcing