The Customer Relations Representative is responsible for delivering exceptional customer support through
accurate customer account maintenance, sales order processing, shipment coordination, billing activities, product return management, and customer communication. This position serves as a key liaison between customers, sales teams, finance, warehouse providers, and internal departments to ensure timely and accurate order fulfillment and customer satisfaction.

* Customer Account ManagementCreate, update, and maintain customer master records in SAP.Review customer registration documents and ensure completeness and accuracy.Coordinate customer credit review process with Finance.Prepare and maintain customer account documentation.Ensure compliance with company policies and internal controls for customer setup and modification.
* Sales Order ProcessingProcess customer orders accurately and timely in SAP.Review orders for completeness and pricing accuracy.Release orders following required approvals and credit checks.Monitor order status and communicate updates to customers and internal stakeholders.Support order confirmation and documentation requirements.
* Shipping & Billing CoordinationCoordinate order fulfillment activities with third-party logistics (3PL)
providers.Monitor shipment status and resolve delivery issues.Process Post Goods Issue (PGI) transactions in
SAP.Ensure invoices are generated and delivered accurately.Support month-end activities by reviewing unshipped and uninvoiced orders.Investigate shipment discrepancies and coordinate corrective actions.
* Product Return & RGA ManagementProcess customer returns and Return Goods Authorization (RGA)
requests.Prepare RGA documentation and obtain required approvals.Coordinate returns with customers,
Customer Satisfaction teams, and logistics providers.Verify return pricing, product information, and supporting documentation.Track returned products through final disposition and credit issuance.
* Sample and Evaluation Order ManagementProcess evaluation, sample, and scrub orders in SAP.Coordinate
approvals with Marketing and Commercial teams.Monitor inventory movement related to sample products. Ensure proper accounting treatment and order documentation.
* Customer Service & CommunicationServe as primary point of contact for order inquiries and customer
requests.Respond promptly to customer concerns regarding orders, deliveries, invoices, and returns.Maintain
professional relationships with hospitals, distributors, and healthcare providers.Support customer satisfaction
initiatives and complaint resolution activities.
* Compliance & DocumentationMaintain accurate records and supporting documentation.Follow company
policies, SOPs, quality requirements, and audit controls.Support internal and external audits as needed. Ensure confidentiality of customer and company information.

•Knowledge of operational characteristics, services and activities of a customer service environment
•High level of computer literacy and Intermediate working knowledge of MS Office, along with demonstrated
ability to learn otherprograms quickly
•High level of interpersonal and written communication skills
•Demonstrated ability to work flexibly and within tight time schedules and in accordance with variable workload demands
•Analysis and problem-solving skills
•Sound level of numeracy and demonstrated attention to detail
•Ability to build relationships with all levels of the organisation

•Bachelor's degree in Business Administration, Finance, Supply Chain, Healthcare Administration, or related field preferred.

•2-5 years of customer service, customer relations, sales operations, or order management experience.
*Experience in medical device, healthcare, pharmaceutical, or related industries preferred.
*Experience with ERP systems (SAP preferred).