Senior Customer Service [Order Management]

Monroe Consulting Group, an executive search firm's Healthcare division is recruiting on behalf of a world renowned Biotechnology company. Our esteemed client is looking for an experienced Senior Customer Service to manage order-to-cash process.

As a Senior Customer Service, you'll manage complex customer accounts and provide expert-level support throughout the order-to-delivery cycle. You'll serve as a key liaison between customers and internal teams, ensuring exceptional service delivery while supporting business growth and operational excellence.

Working in a dynamic, collaborative environment, you'll handle sophisticated customer requirements, resolve escalated issues, and identify process improvements. You'll build strong relationships with stakeholders across sales, operations, finance and other functions to deliver seamless customer experiences. This role offers excellent opportunities for career development within the organization.

Job Responsibilities:

1.  OTC Operations

• Lead and oversee daily Customer Service operations, ensuring effective execution of the end-to-end Order-to-Cash process.

• Maintain defined KPIs, including order accuracy, turnaround time, and service level adherence.

2. Order Management

• Ensure accurate and timely processing of customer orders from order entry through to delivery fulfillment.

• Oversee key order management activities, including pricing validation, order clearing, and preparation of shipping, invoicing, and Letter of Credit (LC) documentation in accordance with company policies.

• Monitor and manage order backlog, proactively addressing potential delays and ensuring timely resolution.

3. Customer Experience & Issue Resolution

• Manage customer escalations effectively, performing root cause analysis and implementing corrective and preventive actions.

• Maintain proactive communication with customers on order status, delays, and mitigation plans to ensure a high level of customer satisfaction.

4. Cross-Functional Coordination

• Collaborate closely with internal stakeholders such as BU Leaders. Sales, Finance, Accounting, Legal, and Supply Chain/Planning teams to ensure seamless order execution.

• Liaise with global manufacturing sites and third-party vendors across the US, Europe, and APAC regions to meet delivery commitments and customer expectations.

5. Financial & Compliance Management

• Partner with Finance and Accounting teams to manage credit-related matters, including Accounts Receivable (AR) and Accounts Payable (AP) issues, ensuring timely follow-up and resolution.

• Ensure all order processing activities and documentation are compliant with corporate policies, regulatory requirements, and audit standards.

6. Process Improvement & Reporting

• Identify opportunities to improve systems, processes, and tools to enhance operational efficiency and accuracy.

• Participate in continuous improvement initiatives and order management projects.

• Prepare and review regular reports to track operational performance and support decision-making.

7. Additional Duties

• Deliver training and presentations relevant stakeholders on process updates and key initiatives.

• Support ad-hoc tasks and projects as assigned.

Job Requirements:

• Bachelor’s Degree in Business, Supply Chain or related field preferred.

• At lease 5 years of relevant experience.

• Proven experience in order management and customer service roles.

• Proficiency in using SAP, MS Office.

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and attention to detail.

• Project management skills.

• Strong organizational and time management skills.

• Ability to handle multiple tasks simultaneously in a fast-paced environment.