Customer Service Rep III

Medline; Pune District; On-site; INR 360,000 - 420,000; Full time

Job summary

Medline Industries India Pvt. Ltd. seeks a Customer Service Representative II for Pune to deliver world-class service to Medline's customers and sales teams. The role emphasizes accurate order processing, ERP-backed workflows, and proactive issue resolution across regions.

The ideal candidate will have 3–6 years of customer service experience, exposure to healthcare or medical devices, and strong English communication while working within a global operations framework.

Qualifications

• Excellent English business communication skills (read, write, speak).
• Graduation in any discipline is a MUST; post-graduation preferred.
• Hands-on experience with ERP systems (QAD, MFGPRO) or strong hands-on to other ERP is required.
• Ability to work with customers from different countries and cultures.

Responsibilities

• Accurately process and enter sales orders in the ERP system per customer orders.
• Achieve daily order entry targets and follow up on customer inquiries.
• Handle EDI, customer follow-ups and complaints with a continuous improvement mindset.
• Maintain high data accuracy and communicate with various regional counterparts.

Skills

Communication

Organizational skills

multitasking

ERP knowledge

Team coordination

Cross-cultural communication

Education

Graduation

Tools

QAD

MFGPRO

SAP

Oracle

Job description

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:

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