Customer Care Specialist

Manage Medela India’s Toll Free and make sure that all customer queries are appropriately handled

and documented. To ensure that they are satisfactorily resolved as per approved SLA.

 To fill CFR and file it with MAG monthly for all the queries.

 To liaison with all service partners to ensure smooth resolution of customer queries, and to file all

service partner’s claims monthly and to diligently reconcile it every quarter.

 To ensure all appropriate reports are maintained weekly/monthly for tracking/documenting and

analyzing customer queries.

 To ensure Order Processing for all business partners are done as per approved SLA, and to liaison with

Warehouse for timely and correct invoicing.

 To maintain all necessary reports required for Order Processing and to file all necessary terms

and conditions of sales promotions/discounts/rebates applicable for respective orders.

 To do regular follow up with all Service/Business partners for pending payment collection and to

document and record monthly reconciliations.

 To train all service partners of Medela regularly on products servicing and complain handling.

 To train all business partners/Hospitals/Retailers on products usage and USPs of Medela regularly.

 To work closely with M&V team and ensure that all office administration and order processing

administration activities are documented and carried out promptly.

 To perform any other task related to Customer Service/Order processing & Business partner

management necessary for Medela India’s business continuity.