Order Fulfillment Specialist, Vision Care

Responsibilities

• Order Processing & Replacement Management: Process customer orders accurately and ensure all required details are captured in the system.
• Place replacement lens orders and ensure efficient, accurate processing of all order details and issuance of credit notes when applicable.
• Assess complaint and replacement jobs raised by ECPs in a timely manner and work closely with the Commercial/Cut, Edge & Fit Team to resolve issues related to ECP replacement jobs.
• Complaint Handling & Documentation: Raise Customer Complaint (SCC) forms and maintain familiarity with complaint categories in the U8 system.
• Assist in preparing customer complaint reports related to returns and quality issues and maintain accurate records of orders, communications, complaints, and delivery documentation.
• Ensure compliance with the Zeiss Warranty guidelines when managing complaints and replacements.
• Order Fulfillment & Coordination: Coordinate with logistics and warehouse teams to ensure timely and accurate order fulfillment, track shipments, and proactively update customers on delivery status or delays.
• Co-ordinate with Thailand FDA to ensure smooth and compliant importation of goods.
• Cross-Functional Collaboration & Continuous Improvement: Collaborate closely with Commercial and other internal teams to meet customer expectations and support continuous improvement initiatives to enhance service efficiency and overall customer experience.