Customer Service Rep II

Job Summary

Under direct supervision, provide customer service support to customers and sales representatives.

Job Description

Customer Service Representative II

                 

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.

Job Description:

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

Required Skills:

• 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, Mfg.pro 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 process and enter sales orders in the ERP system in line with customer purchase orders and requirements.

• Achieve daily order entry targets as defined for the role.

• Work on EDI, customer follow ups and Complaints management process.

• Have a continuous improvement mindset to identify Kaizens and process improvements.

• Maintain a high level of accuracy in all tasks performed.

• 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 learnings , 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., SAP, QAD, Oracle etc)

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 (back orders, fulfillment rate, complaints analysis)

• Familiarity with tools like Power BI, Excel dashboards.

Work Experience:

• Candidate should have 3 to 6 years of Customer Services 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 possess a good understanding of email 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

• Availability to support business operations on public holidays, as required based on business needs.

About Medline India:
Medline India was setup in 2010 in Pune, primarily as an offshore Development centre and to augment resources for Medline Industries LP headquartered in Chicago, USA. We are a 1500+ strong and growing team of technology, finance & and business support professionals who support our businesses worldwide towards a mission to make healthcare run better. We are proud to be certified as a ‘Great Place to Work’ by the Great Place to Work Institute® (India) for the duration May 2023 – May 2024. 
We are an organization with a conducive work environment, ample opportunities to learn, contribute and grow with a highly empowered & engaged team. We encourage our people to share their best ideas and create new opportunities for our customers and ourselves to work together to solve today’s toughest healthcare challenges.
About Medline Industries, LP:
Established in 1966, Medline Industries LP is a renowned global healthcare organization boasting 56 years of consecutive sales growth, exceeding $21 billion in annual sales. With a workforce of over 36,000 professionals spread across the globe, we operate in more than 125 countries and territories. As the largest privately held manufacturer and distributor of medical supplies in the United States, Medline is uniquely positioned to offer comprehensive products, education, and support across the continuum of care.
At present, Medline Industries, LP holds the esteemed position as the #1 market leader, delivering an extensive portfolio of over 550,000 medical products and clinical solutions. Our clientele includes hospitals, extended care facilities, surgery centres, physician offices, home care agencies, providers, and retailers. We are proud to be recognized by Forbes as one of America’s Best Large Employers and Best Employers for Women. Additionally, the Chicago Tribune has consistently named us a Top Workplace for the past 12 years.