Analyst II, Customer Care

In-depth knowledge of Order Management, Customer Care, supply chain including capital equipment services for both channel partners as well as direct customers. Address customer queries and concerns effectively for both channel partners as well as Sales team. Deals efficiently with day-to-day operational issues. Collaborate with Supply Chain, Commercial, Finance and Warehouse and ensure optimum utilization of logistics along with customer satisfaction. Data reporting and analysis for multiple stakeholders. Escalation management and prepare root cause analysis in case of incidents. Identify and implement corrective and preventive measures. Adherence to agreed SLAs and KPI's along with monthly/weekly as per the schedule. Audit support for both internal and external audits. Drive process improvement and identify opportunities for automation and enhanced customer experience. Agile mindset with ability to adapt as per the evolving business requirements and customer needs. Ensure updating of DTP's and SOP's on a regular basis with compliance to global standards and procedures. Must be flexible whenever required, and be ready for extended support during month / quarter end. In all actions, demonstrates a primary commitment to patient safety and product quality by maintaining compliance to the Quality Policy and all other documented quality processes and procedures. Minimum education level: University (Bachelor's Degree) Minimum 4-5 years of experience in Customer Service and working with order-to-cash processes, ideally in the Medical Devices/Medical Technology sector (or similarly regulated industry, e.g. Pharmaceuticals, etc.) Experience with and proficiency using SAP, Salesforce, DRMS, and the Microsoft Office suite of products (Excel, PowerPoint, Outlook) Excellent interpersonal and communication skills with a customer-centric mindset Highly organized Ability to manage a complex workload in matrixed environment. Willingness to learn, grow and develop. Business fluency in English - written and verbal is non-negotiable.