Senior Executive II

Fresenius Medical Care; Gurugram District; On-site; INR 500,000 - 700,000; Full time

Job summary

Fresenius Medical Care is seeking a Customer Service Specialist to handle inquiries, orders and complaints with high service quality. You will ensure accurate SAP order entry and collaborate with cross‑functional teams to fulfil on‑time deliveries.

The ideal candidate has a Bachelor’s degree and at least 3 years’ experience in O2C, strong English communication, and solid Excel skills to manage data, reporting and documentation.

Qualifications

• Bachelor’s degree required.
• Minimum 3 years of experience in customer service; order processing (O2C).

Responsibilities

• Attend customer enquiries, orders, service needs and complaints with quality service level.
• Enter customer orders accurately in SAP.
• Coordinate with other functional departments to ensure on-time order fulfilment.
• Provide timely and accurate stock status and feedback to customers.
• Record service failures in the Issue Management system and drive corrective actions.
• Escalate product complaints to the Quality organization.
• Maintain SAP master data (customer master, pricing conditions, customer material info).
• Ensure documentation and recordkeeping within FME business conduct and applicable laws.

Skills

Customer order process

English communication

Education

Bachelor's Degree

Tools

SAP/ERP SD module

MS Excel

Job description

• Ensure all customer enquiries, orders, service needs and complaints are attended with quality service level, respond where appropriate or direct to relevant functional department.

• Ensure all customer enquiries, orders, service needs and complaints are attended with quality service level, respond where appropriate or direct to relevant functional department.

• Accurately & timely entry of customer orders in SAP in accordance with established FME processes and policies.

• Equip with company’s products and services knowledge.

• Liaise with other functional department to ensure on time order fulfilment

• Provide timely & accurate stock status & feedback to Customers.

• Share appropriate Information related to order processing & order fulfilment to all Internal/External Customers.

• Ensure all service failure is recorded accurately into the Issue Management system. Work together with appropriate functional department to provide corrective and preventive action in a timely and efficient manner.

• Escalate all Product Complaints to the relevant people in the Quality organization.

• Ensure accurate SAP master data relating to order entry, such as customer master, pricing condition and customer material information record are well-maintain at all time.

• Ensure all customer service activities including documentation and record keeping, are conducted within the frame work of the FME of business conduct and applicable laws.

• Ensure Statutory Compliances are adhered to.

• Help in Statutory Audit.

• Proper e-filing & recordkeeping of all documents related to order processing.

MINIMUM REQUIREMENT

Education Level

Major/Field of Study

Bachelor’s Degree

Graduation

MINIMUM WORK EXPERIENCE

Experience

Experience Details

Minimum 3 years of experience

Should have at least 3 years of working experience in customer service; order processing, (O2C)

ESSENTIAL SKILLS AND ABILITIES

• Customer order process and SAP/ERP knowledge. – SD module
• Good communication skills with fluent in English
• Computer literate with good knowledge of using MS Excel
• Detail oriented, Hardworking, Process driven, Multi-tasking and work well under pressure