Sr. Associate, Customer Service

Overview

Senior Customer Service Specialist based in Jeddah, KSA. You will support the Customer Operations team by managing order processing, handling customer inquiries, and providing operational support across Vision Care and Surgical franchises. You will collaborate with customers, commercial teams, distributors, warehouse, finance, and supply chain partners to ensure seamless order-to-invoice execution and service excellence.

Saudi nationality and an English CV are required for this role.

• Manage customer orders across multiple channels, including customer and government portals.
• Monitor and resolve order issues, backorders, billing queries, returns, and disputes.
• Serve as the key liaison between customers and internal stakeholders to ensure timely issue resolution.
• Manage Salesforce queues and ensure service level commitments are met.
• Prepare operational reports, dashboards, and performance updates.
• Support process improvement initiatives and system enhancements.
• Ensure compliance with quality, regulatory, and company standards.

• Education: Relevant tertiary qualification or equivalent experience.
• Experience: 3+ years in Customer Service, Customer Operations, or Order Management. Experience in FMCG, Healthcare, Pharmaceutical, or Medical Device industries is preferred. Proven experience managing end-to-end order-to-invoice processes.
• Technical
  
  Skills:
  
  Strong SAP knowledge (Order-to-Invoice), Advanced Excel and Microsoft Office, experience with CRM or case management systems is an advantage.
• Behaviors &
  
  Competencies:
  
  Fluency in English and Arabic; customer-focused with strong communication skills; ability to prioritize, problem-solve, and work independently; high attention to detail and strong sense of ownership; collaborative, resilient, and results-driven.
• Location: Jeddah, Saudi Arabia.

• Make a direct impact on customer satisfaction and patient outcomes.
• Join a collaborative team focused on continuous improvement and operational excellence.
• Develop your expertise within a global healthcare leader.
• Grow your career in an environment that values innovation, learning, and professional development.