Customer Support Manager - US Healthcare (Part-Time, EST Hours)

Company: Enubilous Consulting Private Limited
Location: Remote Anywhere in India
Shift: 8:00 AM 5:00 PM EST (US Shift)

Engagement Type: Part-time, On-Contract
Compensation: INR 800 - INR 1,200 per hour
Joining: Immediate joiners preferred

This is a part-time contractual position requiring approximately 10 hours per week during US business hours. Candidates must be comfortable with the working schedule and available for consistent coverage.

About the Role

Enubilous is looking for a smart, articulate, and detail-oriented Customer Support Manager to support customer service operations for a US healthcare supply chain business.

The candidate will directly interact with US-based hospital customers, handle incoming calls, respond to customer queries, and provide timely updates regarding purchase orders, product availability, order status, shipments, delivery timelines, and other operational matters.

This role requires a strong understanding of the US healthcare industry and supply chain processes, along with exceptional verbal and written English communication skills. The ability to understand customer requirements, provide accurate information, and handle queries professionally is essential.

Key Responsibilities

• Handle incoming calls from US-based hospital customers and respond to their queries professionally.
• Provide accurate updates regarding purchase orders, product availability, order status, shipments, tracking information, and estimated delivery dates.
• Coordinate internally with sourcing, vendor management, warehouse, and logistics teams to obtain information and resolve customer queries.
• Proactively follow up on pending orders, delayed shipments, backorders, and other customer issues.
• Respond to customer emails with clear, professional, and grammatically correct written English.
• Maintain accurate records of customer interactions, commitments, follow-ups, and issue resolution.
• Identify discrepancies in purchase orders, product details, quantities, and shipping information, and ensure they are addressed before they cause operational issues.
• Escalate complex issues promptly and ensure timely resolution through appropriate internal teams.
• Ensure customers receive consistent, accurate, and timely communication throughout the order fulfillment process.

Required Skills & Experience

• Prior experience in customer support, customer service, or customer relationship management, preferably in US healthcare or medical supply distribution.
• Excellent verbal and written English communication skills mandatory. The candidate must be comfortable speaking with US-based customers over the phone and writing professional business emails.
• Strong understanding of US healthcare operations, hospital procurement, or medical supply distribution.
• Good understanding of supply chain workflows, including purchase orders, inventory availability, sourcing, order fulfillment, shipment tracking, and delivery coordination.
• Exceptional attention to detail, with the ability to identify discrepancies and avoid errors in customer communications and order processing.
• Strong problem-solving skills and the ability to handle customer queries calmly, confidently, and professionally.
• Excellent follow-up, coordination, and time-management skills.
• Ability to work independently and reliably during agreed US business hours.

Preferred Qualifications

• Experience supporting US hospitals, healthcare providers, medical distributors, or healthcare supply chain businesses.
• Familiarity with medical and surgical products and hospital purchasing workflows.
• Experience working with US logistics providers, particularly FedEx and UPS.
• Proficiency in Microsoft Outlook, Excel, Teams, and SharePoint.
• Familiarity with Slack and WhatsApp for business communication.

What Were Looking For

We are looking for someone who is articulate, intelligent, proactive, and exceptionally detail-oriented. The ideal candidate should be comfortable handling live conversations with US hospital customers, understand the importance of accurate information in healthcare supply chain operations, and take ownership of customer queries until they are resolved.