Order Fulfillment Specialist

About the Role

BD is seeking an Order Fulfillment Specialist to join their team in Riyadh. This full-time role is integral to Customer Services, which acts as a strategic partner to both customers and businesses, focusing on creating exceptional customer experiences and supporting revenue growth. The specialist will be responsible for processing various transactions and managing customer issues from receipt to resolution, ensuring professional support and high customer satisfaction.

Key Responsibilities

• Process customer orders, billing, credits, returns, and consignment transactions accurately within SAP.
• Monitor and manage daily customer requests to ensure timely order processing and fulfillment.
• Respond to customer inquiries, complaints, claims, and service requests professionally and promptly.
• Investigate and resolve issues related to orders, deliveries, invoices, and products, escalating when necessary.
• Manage and prioritize incoming emails in the shared customer service mailbox, ensuring compliance with Service Level Agreements (SLAs).
• Coordinate delivery appointments through NUPCO and other customer platforms.
• Collaborate with warehouse, logistics, sales, and finance teams to resolve stock, delivery, and operational issues.
• Track open customer cases and follow up until resolution and closure.
• Maintain accurate records of customer interactions, transactions, complaints, and returns.
• Prepare reports and update operational trackers to support business performance monitoring.
• Provide proactive communication and customer support to build strong customer relationships.
• Utilize SAP, Excel, Outlook, MS Teams, Power BI, and SFDC for managing transactions, reporting, and customer service activities.
• Ensure data accuracy, compliance with company procedures, and continuous improvement of customer service processes.

Qualifications and Experience

• Bachelor's Degree in Logistics, Supply Chain, Business Management, Commerce, or an equivalent or higher qualification.
• 5-7 years of experience in a customer service environment, preferably within Healthcare Pharmaceuticals or Medical Devices.
• Demonstrated experience in dealing with NUPCO and Governmental hospital deliveries.
• Proven proficiency in MS Office, Outlook, and ERP systems; experience with SAP HANA is advantageous.
• Excellent verbal, written, and listening skills in English.
• Supervisory or Team Leader experience is an advantage.

Required Skills

• Strong English communication skills, supported by active listening and problem-solving abilities.
• Customer-focused with the ability to adapt to different personality types.
• 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 effectively under pressure.
• Proactive approach to customer and team support.

Work Environment

This is a full-time position based in Riyadh, requiring close collaboration with internal teams such as warehouse, logistics, sales, and finance, as well as external stakeholders including customers and delivery platforms.