Role Overview Deliver an exceptional customer experience by promptly addressing client inquiries, resolving challenges effectively, and ensuring smooth day-to-day order operations in alignment with organizational standards and industry compliance guidelines.
Key Responsibilities Order Processing & Fulfillment: Manage and enter customer orders accurately from multiple channels (email, phone, messaging platforms, and internal sales teams) to guarantee on-time order fulfillment.
Distributor & Stock Coordination: Oversee inventory replenishment billing to satisfy distributor purchase requests.
Customer Inquiry & Dispute Resolution: Act as the primary liaison for client queries and resolve complaints diplomatically, escalating complex matters to appropriate internal stakeholders when required.
Complaint Tracking: Record and monitor complaints within the internal tracking system to ensure timely closure and root-cause resolution.
Cross-Functional Collaboration: Partner closely with internal commercial teams, credit control/finance, and supply chain partners.
Logistics & Returns Management: Liaise between warehouse partners, external third-party logistics (3PL)



providers, and customers regarding delivery issues, order discrepancies, and returns.
Quality & Regulatory Compliance: Adhere strictly to company operating procedures and support regulatory quality standards, specifically Good Distribution Practice for Medical Devices (GDPMD).
Ad-Hoc Support: Assist with other operational duties and projects as assigned.
Requirements Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related discipline.
Proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
At least 4 years of solid background in customer care, order processing, and customer operations.
Proven track record handling end-to-end order execution, high-touch customer support, and complaint resolution.
Strong interpersonal, problem-solving, and cross-functional collaboration skills.
High attention to detail, adaptability, and the ability to work independently under tight deadlines in a fast-paced environment.

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📌 Senior Customer Service Specialist (Order Management) (Uruapan)
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