Associate Customer Service Representative

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.

 :

This position is responsible to provide World Class Customer Service to Medline's Customers and Sales Representatives

Required Skills:

. Notice period- Looking for Immediate, 30 to 45 Notice periods only

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,MFGPRO 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 create and manage service work orders in MXP and Service magic based on customer requests and purchase order details.

Achieve daily work order processing targets as defined for the customer service function.

Maintain and update orders in MXP, ensuring timely amendments, validation of transactions processed, and resolution of errors from work order entry through invoicing.

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 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., QAD, Oracle, MFGPRO)

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 (backorders, fulfillment rate, complaints analysis)

Familiarity with tools like Power BI, Excel dashboards.

Work Experience:

Candidate should have 1 to 5 years of Customer Services experience and there is no maximum limit for number of years of 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 have decent knowledge on mail 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