Senior Executive Customer Service (order to cash cycle)

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.
As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible. Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves. Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential. Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Primary Function of Position
The primary responsibility of a Senior Executive Customer Service is to oversee the entire order lifecycle, ensuring accuracy, efficiency, and customer satisfaction throughout the order fulfillment process. This includes managing complex orders from entry to completion, collaborating with various teams, and maintaining data integrity. Additionally, will also play a key role in process improvement and ensuring compliance with company policies and procedures.

Essential Job Duties

Order Processing and Management:

• Overseeing the accurate and timely processing of customer orders from initiation to fulfillment.
• Coordinating with internal teams (sales, logistics, warehouse, finance) to ensure smooth order execution.
• Managing order changes, cancellations, and backorders effectively.
• Ensuring accurate invoicing and timely dispatch of goods.
• Utilizing Enterprise Resource Planning (ERP) systems for order tracking and management.

Customer Relationship Management:

• Acting as a primary point of contact for customers regarding order status, delivery timelines, and any related issues.
• Building and maintaining strong relationships with key clients.
• Addressing customer queries, resolving complaints, and escalating issues when necessary.

Reporting and Documentation:

• Preparing and submitting regular reports on order processing performance, including delivery schedules, backlogs, and customer feedback.
• Maintaining accurate and up-to-date order-related documentation.

Process Optimization and Improvement:

• Identifying areas for process improvement and implementing solutions to enhance efficiency and accuracy.
• Developing and maintaining dashboards and reports to track order processing efficiency.
• Ensuring compliance with company policies, industry standards, and regulatory requirements.

Collaboration and Communication:

• Collaborating with various internal teams (sales, logistics, warehouse, finance) to optimize order management workflows.
• Communicating effectively with stakeholders, including customers, sales representatives, and other internal teams.

Problem Solving:

• Identifying and resolving issues related to order processing, delays, or other discrepancies.
• Troubleshooting and implementing corrective actions to prevent future occurrences.

Qualifications

Required Skills and Experience

• Minimum 10 years of experience preferably in Medical Industry.
• Knowledge of the order-to-cash (O2C) cycle.
• Proficiency in order management tools like SFDC, CRM and enterprise resource planning (ERP) systems.
• Proficient in Excel and Microsoft tools
• Excellent verbal and written communication skills to effectively interact with customers and internal teams.
• Strong analytical and problem-solving skills.
• Attention to detail and strong organizational skills.
• Ability to manage multiple priorities and meet deadlines.

Required Education and Training

• Any Graduate or Post Graduate

Preferred Skills and Experience

• Exposure of handling Projects
• Proficiency in Data Analysis
• Knowledge of commercial terms and tax regulations

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

Shift: Day