Job Description

The Customer Support & Issue Resolution Associate is a key role within Wipro Technologies-USA, focused on delivering outstanding service and support to our clients in the pharmaceutical and medical device industries. This role entails managing a diverse range of customer interactions, including handling inquiries, processing orders and returns, providing web and product support, and managing complaints to ensure a seamless customer experience. You will be instrumental in maintaining up-to-date product literature and fulfilling ad hoc data requests, acting as an essential liaison between customers and internal teams.

This position demands a proactive and detail-driven individual who thrives in a fast-paced environment and is committed to upholding Wipro's high standards of service excellence. You will engage with both domestic and international clients, ensuring that their needs are met with professionalism and efficiency. By providing timely resolution to issues and supporting cross-functional collaboration, you will contribute directly to enhancing customer satisfaction and loyalty.

As part of a global team dedicated to operational excellence, you will leverage your problem-solving skills and empathetic communication to effectively manage complex situations. This role presents an excellent opportunity to grow your career in a dynamic and innovative company that values continuous improvement and empowerment.

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• Primary Responsibilities:
  • Order and Returns Processing: Efficiently manage the lifecycle of orders including domestic and international shipments, consignment-related transactions, warranty claims, exchanges, trial invoices, and full returns. Ensure accuracy and compliance throughout the process to minimize disruptions.
  • Master Data and eCommerce Platform Administration: Oversee customer account management tasks such as account creation, deactivation, credit information updates, and user access controls for the eCommerce system. Maintain strict data integrity and ensure secure handling of all client information.
  • Cross-Functional Collaboration and Compliance: Partner closely with internal teams—including sales, logistics, quality assurance, and IT—to resolve customer issues, escalate system outages promptly, and provide support during SOX and internal audit processes.
  • Support Marketing and Product Initiatives: Facilitate the successful rollout of marketing campaigns and new product launches by managing inventory data and updating work instructions with precision and a sense of urgency.
  • Customer Interaction and Communication: Serve as a knowledgeable and empathetic point of contact for customers via phone, email, and web platforms, addressing inquiries and complaints with professionalism.
  • Documentation and Reporting: Maintain comprehensive records of customer interactions, order statuses, and issue resolutions to support continuous improvement efforts and regulatory requirements.

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Required Skills and Competencies:

• Demonstrated ability to work with empathy, urgency, and a solutions-oriented mindset that prioritizes customer satisfaction.
• Strong written and verbal communication skills essential for effective interaction with diverse stakeholders.
• Proficiency with basic Microsoft Office applications (Word, Excel, Outlook) in a professional setting.
• Experience in call handling and customer service, with the ability to manage complex inquiries professionally.
• Exposure to the pharmaceutical or medical device industries is highly desirable, providing familiarity with compliance and quality standards.
• Competencies including client centricity, passion for results, excellence in execution, collaborative teamwork, learning agility, problem-solving, decision-making, and effective communication.

At Wipro Technologies-USA, inclusivity and equal opportunity are core values; we encourage applications from individuals of all backgrounds, including veterans and people with disabilities. The role offers comprehensive benefits and competitive compensation aligned with location, experience, and qualifications. Candidates may be subject to post-offer drug screening in accordance with applicable laws.

Join us in transforming the digital landscape of healthcare and experience a career path that encourages innovation, reinvention, and purposeful contribution in a thriving global corporation.