Sr. Associate, Global Customer Care

- Manage complex customer orders, corrections, invoicing activities, and exception handling across global markets. Ensure accurate and timely order processing while maintaining compliance with established business controls and customer requirements.

- Proactively identify and resolve issues impacting order fulfilment, delivery commitments, customer experience, or revenue realization.

- Drive reduction of order backlog, order holds, repeat errors, and process exceptions. Act as an escalation point for critical customer, operational, and order management issues.

- Build strong partnerships with Sales, Logistics, Customer Service, Supply Planning, Master Data, and Finance teams. Lead resolution of complex customer issues through effective cross-functional collaboration.

- Anticipate customer risks and proactively drive corrective actions before service commitments are impacted.

- Demonstrate ownership of customer outcomes and support a culture of reliability, responsiveness, and accountability.

- Champion continuous improvement initiatives focused on improving quality, speed, customer experience, productivity, and cost efficiency.

- Drive adoption of automation, AI, EDI, Salesforce, Esker, and other digital solutions. Identify opportunities to reduce manual effort, improve First Time Touch performance, and increase touchless order enablement.

- Support testing, implementation, stabilization, and user adoption of new tools, systems, and business processes.

- Act as a subject matter expert for assigned markets, processes, or systems. Support associates on process execution, issue resolution, quality standards, and best practices.

- Contribute to onboarding, knowledge transfer, cross-training, Back-up Planning and process certification activities. Maintain robust process documentation and support ongoing SOP reviews and knowledge management activities.

- Build and demonstrate proficiency across multiple markets and processes to support operational resilience and business continuity.

- Monitor operational performance and take action to address service level, quality, and delivery risks.

- Analyse performance trends and provide recommendations to improve operational effectiveness.

- Support governance activities, audit readiness, compliance requirements, and internal control adherence. Contribute to transition, project ensuring successful delivery and stabilization.

• Education: Bachelor's Degree or equivalent experience in Business Administration, Supply Chain or related field
• Operating Mode: Work from office – Monday to Friday, working in US Shift (5:30 PM to 2:30 AM IST). Flexible working in any shift.
• Experience: 5-7 Years of experience in Order Management, Customer Care, Customer Operations, Supply Chain or Order-to-Cash functions.
• Proven ability to manage complex customer scenarios, escalations, and stakeholder relationships.
• Experience participating in process improvement, automation, transformation, or digital initiatives.
• Proven ability to handle high-pressure situations and work cross-functionally with global stakeholders.
• Excellent written and verbal communication skills. Detail-oriented with a continuous improvement approach to processes.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

• Your Future: Major Medical coverage + Policy exclusions and insurance non-medical limit. Educational Assistance.
• Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
• Your Wellbeing: Parents / Parents in Law’s Insurance, Employee Assistance Program, Parental Leave.
• Flexibility: Hybrid Work Model (For most professional roles)
• Training: Hands-On, Team-Customized, Mentorship
• Extra Perks: Free Cab Transport facility for all employees, One Time Meal provided to all employees as per shift. Night Shift Allowances.

#LI-YS1