Assistant Manager - Customer Operations

• Drive the Order Management process in line with compliance .
• Define and monitor organizational KPIs and Goals
• Manage and enhance team productivity.
• Define and monitor related quality parameters.
• Knowledge Sharing: Creating backup plan to ensure the team is acquainted and 100% compliant of all the critical processes.
• Ability to improve existing process and parameters, by introducing effective ways, thus saving cost/improving bottom line.
• Understanding and seamless execution of various payment methods such as letter of credit, cash against document, PBG, SBLC, etc.
• Thorough knowledge on LC documentation in line with UCP
• Drive customer specific commercial documentary requirement.
• Should have knowledge on varieties of tender and related terms.
• Complete knowledge of foreign trade rules and regulations for import and export Knowledge of commercials (taxation, logistics, contract management).
• For 3rd party items ,release POs to the supplier & entire Procure to Pay co-ordination experience. Coordinating with vendors for faster delivery of third party supplies to the customer
• Keeping the customer informed about the order status within defined TAT
• Evaluating vendor performance and taking appropriate measures to meet organization goals/parameters
• Handles the administrative logistics functions that support the operations, such as documentation for regular shipments, Vendor invoices; files loss, damage and overcharge claims; and supports in planning and executing logistics - related initiatives
• Ensures complete and maintain adequate documentation to meet customer requirement and internal/external compliance parameters.
• Maintaining timely control of supplier orders, amendments, and other documents in SAP to ensure accurate retention of records. (with other point)
• Manage customer complaints & escalations by giving patient ear to their grievance to provide timely resolution.
• Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service.
• Organize and execute daily tasks to provide an efficient and quality service to the customers.
• Periodic connects on orders status and dispatch reports with regional teams
• Periodical MIS publishing such as weekly dispatch status, fortnight vendor connect, quarterly vendor performance ,analysis report, annual open vendors.
• Supplier Onboarding and maintenance process experience will be preferred.

• Weekly risk to revenue analysis with senior management.
• Periodical information sharing to respective stakeholders Eg: daily order status, daily shipment status, shipment on hold, production hold, etc.

• Minimum experience of 4 ~ 7 years in MedTech industry will be preferred.

• Must have excellent oral and written communication skills Fluent in English.
• Must be able to build good relationship within the team.
• Able to work under pressure and can perform well at the sometime.
• One must be knowledgeable in computer system SAP SD Module and operations.
• Must know how to manage time and prioritize his own tasks and other people s tasks.
• Know how on analytical tools like POWER BI will be preferred

Strategic Perspective:

• Successfully complete individual goals in support of the company strategy.
• Takes on assignments in different areas of operations.

Leadership:

• Increase personal effectiveness and performance.
• Ask for stretch assignments.

Change Management:

• Research/ present new ideas.
• Is ready to work in a dynamic environment.