Customer Care Distribution Representative

End-to-End Order Management & Execution Manage the full order lifecycle from order entry through invoicing using SAP S/4HANA and SAP ECC, ensuring accuracy, compliance, and timely execution. Proactively identify order, shipment, or delivery risks and take corrective action to prevent service delays or customer impact. Manage urgent and life-saving requests, coordinating across multiple departments to ensure immediate dispatch while maintaining ownership of the broader order portfolio. Coordinate daily with Commercial, Planning, Export, Operations, Finance, Quality, and Regulatory teams to remove blockers and expedite order fulfillment. Support complex, multi-country supply chain flows, ensuring seamless execution across functions and geographies. Coordinate shipments from multiple global shipping locations ( Netherlands multi-site, Dubai , Ireland) , each with distinct operational and documentation requirements (e.g. BOE, AWB, MOH approvals, export documentation). Ensure compliance with export control regulations, including HS codes, tariff classification, GTS invoicing, embargo/legal/RA blocks, and sanctioned-party screening. Manage export licenses and permits for shipments outside the EU, ensuring shipments occur within license validity timelines. Manage customer cases using Service Cloud, ensuring proper documentation, follow-up, and adherence to defined KPIs. Manage Debit/Credit notes, rebates, returns, recalls, warranties and pricing discrepancies in coordination with our customers, Finance and Commercial teams. Validate and process manual FOC and NFHU orders, ensuring correct customs value, pricing conditions, and SOX-compliant approvals before processing. Ensure adherence to internal procedures, work instructions, and compliance requirements, remaining aligned with the latest policies required to perform daily tasks. Contribute to continuous improvement initiatives aimed at enhancing service quality and process efficiency. Customer Focus: Demonstrates commitment to delivering reliable, high-quality service. Execution Excellence: Manages processes accurately, efficiently, and with strong attention to detail. Collaboration: Works effectively across functions and geographies to achieve results. Problem Solving: Identifies issues, assesses impact, and implements practical solutions. Accountability: Takes ownership for outcomes and follows through on commitments. Learning Agility: Adapts to changing processes, systems, and regulatory requirements. Bachelor's degree or equivalent professional experience. Several years of experience in Customer Care, Distribution market, Order-to-Cash within an international environment (MedTech preferred). Hands-on experience with SAP S/4HANA and SAP ECC. Experience working with Service Cloud / Salesforce or similar case management tools. Good understanding of end-of-the-end supply chain processes (order management, exportation, and regulatory processes.) Experience operating within complex, multi-site order and shipment management environments.