Job Description

About Medline:

Medline is America's largest privately held national manufacturer and distributor of health care supplies and services. Today, Medline manufactures and distributes more than 550,000 medical products, encompassing medical-surgical items and one of the largest textile lines in the industry. With 23 manufacturing sites across North America and over 25 joint venture manufacturing plants worldwide, along with 46 distribution centers in North America and 50 throughout the world, Medline posted $ 17+ billion sales last year. Medline is ranked #21 in Forbes 2020 list of America’s largest private companies and is ranked #9 in world’s largest medical device companies by “MDO” based on 2019 Revenues.

Medline Industries India Pvt. Ltd. is engaged in providing offshore business support services to Medline Industries Inc. & its global associate companies in the area of Information Services, Finance & Business processes Management. Medline Industries India Private Limited was setup in 2010 in Pune, India and today we are proud team of over 800 associates supporting Medline’s healthcare vision across USA, Europe & other International regions.

Why join Medline:

• A direct, full-time employment in a large, stable, rapidly growing and yet profitable company.
• Privately owned company with no public debts.
• No ill effects of recent downturn/recession.
• First - rate compensation and benefits package.
• Genuine individual growth potential in this new establishment.
• Open door and highly ethical work culture, with due accountability.
   

Job Description:

DSR’s Provide dedicated customer service for International accounts and sales reps in order to promote the mission of World Class Customer Service.

Required Skills:

• Strong entrepreneurial mindset. This role is for someone who is willing to implement new things and who is able to think independently on what best solutions we can implement to build a customer service department from almost scratch.
• The ideal candidate should be ambitious, driven and above of capable to leading multiple projects and tasks.
• Previous experience of working in customer services function with strong exposure to order management, documentation, International logistics, customer queries resolution, pricing / quotation processes is must.
• Excellent Verbal and written communication skills with ability to communicate with various counterparts across several regions.
• Candidate should have good knowledge in ERP systems (SAP Preferred) and Candidate who has supported on ERP implementation projects will be preferred.
• Should have good co-ordination skills, proactive approach and strong sense of urgency.
• Bachelor's degree required and Masters in Business administration is preferred.
• Should have hands on experience in Excel.

Responsibilities:

• Process Sales Order entries based on customers purchase orders received over email and calls. Responsible for tracking the order shipments for all modes of transportation (air, ocean, land, FCL, LCL, etc.). Manage backorders with proactive communication to customers and internal cross functional teams.
• Prepare commercial invoices and packing lists for all outbound / customer shipments (from US or from Medline factory located in another country). Work with freight forwarders on the logistics of customer shipments, reviewing accuracy of all customs documents. Communicate booking request with factory and freight forwarders. Example documents potentially responsible for: COO (Country of Origin) Certificate, SLI (Shipper's Letter of Instruction), SED (Shipper's Export Declaration), POD (Proof of Delivery) and other container declarations for certain countries.
• Monitor and resolve account blocks for credit, pricing, sourcing, billing, etc. Check stock availability in Medline warehouses / factories and escalate to Inventory Management (IM), sales rep / management if issues arise. Work with IM when stock transfers or new item numbers (for direct shipment) are required. Provide ocean / air shipping quotes to customers.
• Responsible for setup and maintenance of new customer accounts.
• Responsible for resolution of customer queries Process OSI's (Operational Service Issues), RGA's (Return Good Authorizations), Quality complaints, and credits for customers & representatives.
• Assist sales representatives with quoting (Proforma's) customers and SPA'ing pricing for their accounts. Upsell products and suggest alternatives to customers based on stock availability and profit.
• Should own process health metrics like Service levels, past dues, Order accuracy, turn around to resolve customer queries. All these metrics to be periodically published and improved.
• Performs ad hoc duties and projects as assigned by Management; and Seek to continuously improve current process and procedures.
• Responsible as back-up to Customer service for other International DSR's. Phone coverage for the International department. Provide assistance to others as needed.
• Strong focus on standardization of processes including process improvements, documentations and Mentoring new team member wherever required & Provide feedback on the efficiency of the customer service process.
• Ability to handle multiple tasks and multiple stakeholder, Ability to respond quickly, efficiently manage time and multitasking
• Ability to explain complex ideas in simple terms.

Organizational level:

• DSR should be aware of Medline core values and respect it.
• Willing to be accountable for the assigned work and demonstrate the required determination to take it to the closure under guidance and supervision.
• Demonstrate the zest to learn new things across various domains and also shows interest in sharing that acquired knowledge with team members under guidance and supervision.

Work Experience:

• Candidate should have 5 to 8 years of Customer Services experience and there is no maximum limit for number of years of experience. Previous experience of working in Healthcare, Medical devices, Medical consumables, and Pharma is a plus.
• Hands - on experience on SAP ERP is a Plus.
• Experience in related business functions such as purchasing, supply chain, warehousing or sales is Plus.
• Strong Knowledge on international logistics and Incoterms.

Educational Qualification

• Graduation in any discipline is a MUST, candidate with Post graduation in management will be preferred.
• Excellent English business communication skills (Read, Write and Speak)
• Should have decent knowledge on mail etiquette.
• Intermediate level of skills in Microsoft Office tools (PPT, Word and Excel) with a desire to learn additional software applications as needed to support and enhance departmental goals.