Analyst Customer Operation Maternity Cover6 months contract

ECEMEA; Dubai; On-site; AED 70,000 - 100,000; Full time

Job summary

A leading medical technology company in Dubai seeks a Customer & Operations Analyst to improve customer satisfaction through effective order management and service support. The role involves collaboration with multiple teams to ensure seamless delivery of products and maintaining high service levels. Candidates should possess a relevant degree and experience in supply chain or customer service, with strong analytical skills and proficiency in tools such as Excel.

Qualifications

• Bachelor's degree in Business or Logistics required.
• 2+ years of experience in Supply Chain or Customer Service.
• APICS certification is a plus.

Responsibilities

• Act as the primary contact for customers and maintain constant communication.
• Coordinate with logistics and warehouse teams to ensure timely delivery.
• Support daily customer service processes and assist in order management.

Skills

Advanced proficiency in Excel

Knowledge of ERP systems

Understanding of international trade documentation

Basic knowledge of supply chain concepts

Education

B.A. or B.S. degree in Business, Logistics, or a related technical field

APICS certification or similar

Job description

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role, your work makes a positive impact on people worldwide. You will feel a sense of purpose throughout the organization as we know our work improves outcomes for millions of patients.

Baxter's products and therapies are found in nearly every hospital worldwide, in clinics, and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful, and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.

We are looking for a Customer & Operations Analyst who will play a key role in our Customer Service and Order to Deliver processes to ensure customer satisfaction.

The Customer & Operations Analyst will be responsible for the order-to-deliver process, acting as an integral link between multiple functions and the customer, and implementing a customer-centric approach to operations to ensure the best possible support and service levels to internal and external partners.

Crucial duties and responsibilities:

Customer Service Activities

• Act as the primary contact for customers, Middle East distributors, and governmental hospitals and entities.
• Maintain constant communication with customers regarding open orders and shipments. Share weekly order status updates, receive approval for shipments, and address potential customer issues.
• Responsible for order processing and the order-to-deliver process, following orders from reception to delivery.
• Receive customer claims, investigate, and resolve issues.
• Coordinate with logistics and warehouse teams to ensure timely delivery, considering local requirements.
• Handle Letters of Credit from receipt to document submission to the bank, including collecting necessary documents and legalizing them through the Destination Country's Embassy.
• Verify all order-related data (codes, prices, status reports, etc.).
• Maintain customer-related data in appropriate systems.
• Complete weekly operational reports, indicating reasons for Backorders and Get Well Dates.
• Complete monthly order fulfillment reports and identify areas for improvement.

Operations

• Collaborate closely with the logistics team to ensure shipping processes, including sharing shipping instructions, freight forwarding, inspection coordination, and documentation.
• Coordinate order processing from receipt to delivery with teams such as Product Planning, Finance, and Logistics.
• Ensure on-time delivery by monitoring product production with dedicated planners and informing about risk transfer and revenue recognition according to Incoterms.

Support Activities

• Support daily customer service processes, such as controlling backorders and low stock coverage.
• Assist with product conversions, ensuring new forecasting and order management processes are in place and monitored locally.
• Participate in and support supply chain planning projects.
• Follow up on releases and labeling priorities with QC.
• Maintain country profiles and SLAs for the respective country.

Education/Experience

• B.A. or B.S. degree in Business, Logistics, or a related technical field.
• APICS certification or similar is advantageous.
• Minimum of 2 years of experience in Supply Chain or Customer Service.

Technical Skills

• Advanced proficiency in Excel and the Office suite.
• Knowledge of ERP systems such as JDE is a plus.
• Understanding of international trade documentation (invoice, packing list, COO, etc.) and Incoterms.
• Basic knowledge of supply chain concepts such as On Time In Full, Forecast Accuracy, and Inventory Turnover.

Reasonable Accommodations

Baxter is committed to providing reasonable accommodations to individuals with disabilities. If you need accommodations during the application or interview process, please click the link here and specify your request.

Recruitment Fraud Notice

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