Companies: ImmunoConcepts & GFMD

Location: Ahmedabad, Gujarat

Shift Timing: Night shift

Position Summary:

ImmunoConcepts and GFMD are seeking professional, dependable, and customer-focused Customer Service Representatives to support our customers and business operations.

The Customer Service Representative will serve as a primary point of contact for customers calling ImmunoConcepts and GFMD. This individual will be responsible for answering incoming telephone calls professionally and courteously, understanding the purpose of each call, assisting with routine customer requests, and directing customers to the appropriate department or team member when additional assistance is required.

The position will also be responsible for accurately entering new customer orders and helping ensure that customer requests are documented, communicated, and followed through appropriately.

Because our customers operate in the healthcare, laboratory, diagnostic, and life-sciences industries, professionalism, accuracy, confidentiality, and attention to detail are essential.

Key Responsibilities:

Customer Service & Telephone Support

- Answer incoming customer telephone calls in a professional, courteous, and friendly manner.
- Represent ImmunoConcepts and GFMD professionally during every customer interaction.
- Identify the customer's company, contact information, and reason for calling.
- Listen carefully to customer questions and determine the appropriate next step.
- Provide assistance with routine customer service inquiries when appropriate.
- Maintain a calm and professional demeanor when assisting customers with questions, concerns, or complaints.
- Obtain accurate callback information when the appropriate team member is unavailable.

Call Triage & Routing

- Serve as the first point of contact and appropriately triage incoming calls.
- Determine whether calls relate to customer service, orders, shipping, billing, technical support, sales, product information, regulatory matters, or another business function.
- Route calls and messages promptly to the appropriate employee or department.
- Clearly document the customer's name, company, telephone number,



email address, reason for calling, and any action required.
- Recognize urgent or time-sensitive customer matters and escalate them appropriately.
- Follow up when necessary to ensure customer requests are not overlooked.

Order Entry & Processing

- Receive and enter new customer orders into the company's order management or ERP system.
- Verify customer information, billing and shipping information, product numbers, quantities, pricing, purchase order information, and other required order details.
- Review orders for completeness and accuracy before submission.
- Communicate with customers when information required to process an order is missing or unclear.
- Coordinate with internal operations, warehouse, shipping, accounting, and sales personnel when necessary.
- Maintain accurate electronic records of orders and customer communications.
- Assist with order-status inquiries and provide customers with available shipping or tracking information.

Customer & Administrative Support

- Respond to customer emails and other communications professionally.
- Maintain and update customer contact information and account records.
- Document customer interactions in the appropriate company system.
- Assist with basic product-information requests using approved company information and resources.
- Forward technical or scientific questions to qualified ImmunoConcepts or GFMD personnel rather than providing information outside the representative's training or authority.
- Assist management with other customer service and administrative responsibilities as needed.

Professional Standards Customer Service Representatives are expected to:

- Communicate clearly and professionally in English.
- Treat customers, distributors, vendors,



and coworkers with courtesy and respect.
- Maintain confidentiality of customer and company information.
- Enter information accurately and carefully.
- Follow established company procedures and escalation protocols.
- Never provide medical, clinical, regulatory, or technical advice unless specifically trained and authorized to do so.
- Promptly escalate questions or situations that fall outside their assigned responsibilities.
- Maintain dependable attendance and punctuality, particularly because the position supports live telephone operations.

Qualifications Required:

- Strong spoken and written English communication skills.
- Professional and courteous telephone manner.
- Strong listening and interpersonal skills.
- Positive computer and data-entry skills.
- Ability to accurately enter names, addresses, product numbers, quantities, and other order information.
- Strong attention to detail.
- Ability to manage multiple customer requests and prioritize appropriately.
- Ability to learn company products, procedures, and computer systems.
- Reliable internet and telephone connectivity if working remotely.

Preferred:

- Previous experience in customer service, call center operations, order entry, inside sales support, or administrative support.
- Experience supporting customers in the United States or other international markets.
- Experience working with medical devices, diagnostics, clinical laboratories, healthcare, pharmaceuticals, biotechnology, or life-science companies.
- Familiarity with CRM, ERP, order-management, or customer-support software.

New employees will receive training covering ImmunoConcepts and GFMD company operations, professional telephone etiquette, Customer service standards, product and service overview, order-entry procedures, customer and distributor account procedures, call-routing and escalation procedures, shipping and order-status inquiries, CRM/ERP and other company systems, confidentiality and information-security requirements, handling technical, clinical, and regulatory inquiries, documentation and follow-up expectations.

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