Sr Associate - US&C Customer Order Support

Position Summary:

As a Senior Associate, you will play a key role in ensuring accurate and efficient order fulfilment for Valued Tier products. Manage the entire order lifecycle, collaborate with internal teams to resolve issues and ensure timely delivery to meet the organisations Perfect Order Fulfilment goals. Focus on maintaining customer satisfaction through clear communication and proactive problem-solving.

Position Responsibilities:

•Ensure end to end order processing and delivery for accurate invoicing and revenue recognition.
•Collaborate closely with Sales teams, Install coordinators, Field Service Engineers, and Management.
•Process orders for Value Tier products including DRX Rooms, DRX Systems, Direct View Printers, Direct View CR, Service Upgrades, and Software refresh.
•Resolve complex GOP issues, validate BMI quotes, and ensure compliance with customer POs and contract terms.
•Create CRM opportunities and book Service Agreements.
•Follow quality measures for BOC Agents and manage equipment returns for Service Refresh programs.
•Responsible to Maintain accurate data in the Service CRM database for warranty entitlement and order phase updates.
•Close out all order phases with appropriate POF requirements.
•Monitor daily reports to proactively address order issues and avoid delays to customers.
•Ensure compliance with Carestream policies, legal regulations, and audit requirements.
•Identifying and resolving issues related to orders
•Utilizing SAP and other system tools to manage orders
•Collaborating with other departments within the company to ensure timely and accurate order fulfilment
•Communicating effectively with customers to understand their needs and provide accurate information
•Following up on orders and providing tracking and status updates
•Self-motivated and able to take ownership of responsibilities.

Required Skills & Education:

Bachelor’s Degree
•Excellent verbal skills / Accent neutral spoken English / Excellent written English
•International voice calling experience.
•3-4 years’ experience in Order fulfilment / Order to Cash (O2C) processes.
•Export and import knowledge (incoterms, duties, export invoices, etc).
•Experience with int’l shipping logistics and freight forwarding operations
•Knowledge of different payment terms (Net 30, 60), Letter of Credit etc., transit routes, transportation modes - and how they impact invoicing and revenue recognition.
•Strong customer service orientation
•Attention to detail and ability to multitask
•Strong communication skills, both verbal and written
•Team player with a positive attitude
•Strong problem-solving and critical thinking
•SAP.MS Office (Outlook, Excel, PPT, Word)
•International voice calling experience.

Desired Skills:

Work Environment:

Physical Requirements: