Order Fulfillment Specialist

Job description

As an Order Fulfillment Specialist you will process sales orders, GRVs, consignment billings, consignment replacements, and credit notes. You will own customer issues from receipt to resolution, ensuring professional support and high satisfaction. Main duties include processing customer orders, billing, credits, returns and consignment transactions accurately in SAP; monitoring daily customer requests and ensuring timely fulfillment; responding to inquiries, complaints and service requests promptly; investigating order, delivery, invoice and product issues and escalating when needed; managing the shared service mailbox and meeting SLA targets; coordinating delivery appointments through NUPCO and other platforms; collaborating with warehouse, logistics, sales and finance to resolve stock and delivery issues; tracking open cases until closure; maintaining accurate interaction and transaction records; preparing reports and updating operational trackers; providing proactive communication to build strong customer relationships; using SAP, Excel, Outlook, MS Teams, Power BI and SFDC for transactions and reporting; ensuring data accuracy, compliance with procedures and continuous process improvement.

Requirements

• Bachelor's degree in Logistics, Supply Chain, Business Management, Commerce or equivalent
• 5-7 years experience in a customer service environment, preferably healthcare pharmaceuticals or medical devices
• experience dealing with NUPCO and governmental hospital deliveries
• proficient in MS Office, Outlook and SAP HANA (advantageous)
• excellent verbal, written and listening skills in English
• supervisory or team leader experience is an advantage
• strong English communication and problem‑solving skills with active listening
• customer‑focused with ability to adapt to different personalities
• ability to multi‑task, prioritize effectively and meet deadlines
• self‑starter with a strong customer‑centric approach
• high attention to detail
• strong administrative and documentation skills
• excellent organizational and record‑keeping abilities
• ability to work under pressure
• proactive approach to customer and team support

Skills