Customer Service Rep II

Medline; Pune District; On-site; INR 450,000 - 600,000; Full time

Job summary

Medline in Pune, India is seeking a Customer Service Representative II to provide world-class service to customers and sales teams. You will process orders, manage inquiries, and coordinate with cross-functional teams to ensure accuracy and timely delivery.

The role requires strong English communication, ERP familiarity (QAD/MFGPRO preferred), and a proactive customer-first mindset. Hybrid work arrangement and full-time employment are offered.

Qualifications

• Excellent verbal and written communication in English.
• Methodic and structured organization skills.
• Self-motivated with ability to prioritize a busy workload.
• Good knowledge in ERP systems (QAD, Mfg.pro preferred).
• Experience dealing with cross-cultural stakeholders is a plus.

Responsibilities

• Accurately process and enter sales orders in the ERP system per PO.
• Achieve daily order entry targets as defined for the role.
• Work on EDI, follow ups and complaints management.
• Identify Kaizens and process improvements.
• Maintain high accuracy in all tasks and communicate across regions.
• Communicate clearly with cross-functional teams and customers.

Skills

Customer service

English communication

Organizational skills

Problem solving

Escalation handling

Team coordination

Data accuracy

Education

Bachelor's degree

Postgraduate in management

Tools

QAD

MFGPRO

Oracle

SAP

Oracle

Job description

## Customer Service Rep IIApplyremote type: Hybridlocations: Punetime type: Full timeposted on: Posted Todayjob requisition id: R2615208**Job Summary**Under direct supervision, provide customer service support to customers and sales representatives.**Job Description**## **Customer Service Representative II**## ## 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 17 manufacturing facilities worldwide and over 25 joint venture manufacturing plants worldwide, along with 45 distribution centers in North America and 50 throughout the world, Medline posted $ 13.9 billion revenue last year. Medline is ranked #27 in Forbes 2019 list of America’s private companies.## **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 700 plus 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:## This position is responsible to provide World Class Customer Service to Medline's Customers and Sales Representatives## ## Required Skills:* ## Excellent verbal and written communication skills in English.* ## Methodic and structured organization skills.* ## Self-motivated and able to prioritize and organize a busy workload.* ## Candidate should have good knowledge in ERP systems (QAD, Mfg.pro preferred) .* ## Able to work well on own initiative or as part of a team with different cultural and national backgrounds.* ## Confident in dealing with individuals at all levels internally.## ## **Key Responsibilities:**## ***Job Specific:**** ## Accurately process and enter sales orders in the ERP system in line with customer purchase orders and requirements.* ## Achieve daily order entry targets as defined for the role.* ## Work on EDI, customer follow ups and Complaints management process.* ## Have a continuous improvement mindset to identify Kaizens and process improvements.* ## Maintain a high level of accuracy in all tasks performed.* ## Excellent Verbal and written ***communication skills*** with ability to communicate with various counterparts across several regions.* ## Should have good co-ordination skills, proactive approach and a strong sense of urgency.* ## Adhere to internal policies, standard operating procedures, and service level agreements (SLAs).* ## Stay informed about new system features, process updates, and tool enhancements.* ## Participate in required training sessions to enhance learnings , performance and efficiency.* ## Undertake any additional responsibilities aligned with the scope and objectives of the role as assigned by the line manager or department head.## ## **Must-Have Skills:*** ## Ability to work with customers from different countries, understanding cultural nuances (e.g., indirect communication, hierarchical structures)* ## Strong problem-solving mindset.* ## Proactive follow-up and ownership of customer queries.* ## Ability to handle escalations calmly and efficiently.* ## Ability to liaise with cross functional teams.* ## Data accuracy in ERP systems (e.g., SAP, QAD, Oracle etc)## ## **Good-to-Have Skills:*** ## Understanding of how customer service integrates into the sales pipeline, account management, or commercial support.* ## Ability to generate and interpret sales support reports (back orders, fulfillment rate, complaints analysis)* ## Familiarity with tools like Power BI, Excel dashboards.## ## **Work Experience:*** ## Candidate should have ***3 to 6 years of*** Customer Services experience.* ## Previous experience of working in ***Healthcare, Medical devices, Medical consumables, and Pharma*** is a plus.* ## Hands-on experience on QAD, MFGPRO ERP is a Plus or strong hands on to any other ERP is required.* ## Experience in related business functions such as customer service, Order management profile is plus.## ## **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 possess a good understanding of email 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.## ## **Working Hours:*** ## 10.30 am to 7.30 pm – daylight saving* ## 11.30 am to 8.30 pm – non daylight saving* ## Availability to support business operations on public holidays, as required based on business needs.