Customer Service Order Management - Entry Level (ERP, Order Mgmt, Medical Device Industry)

Job Summary

- As part of the North America Supply Chain organization, the Customer Order Management Specialist is responsible for coordinating the movement of shipments from the Distribution Center to client affiliates.

- The position will interface with key stakeholders (regional business units, distribution operations, and business unit supply chain) and facilitate the efficient & timely flow of orders across the supply chain network by resolving discrepancies. The position will report to the Supervisor, Order Management.

- Follow established procedures, practices, and policies for functional units and the quality systems.

- Ensure adherence to regulatory business and department guidelines, policies, and procedures.

- Resolve sales order issues to ensure accurate order fulfilment.

- Work with distribution centers to support on-time delivery and other company key performance indicators.

- Meet or exceed established order accuracy and turn-around standards.

- Handle all customer contacts professionally and courteously. Compose accurate, prompt, and appropriate replies to all customer contacts.

- Maintain up-to-date, comprehensive knowledge of business unit and regional services and products through participation in training, meetings, coaching, and feedback sessions.

- Manage short-supply situations, backorders, and manual allocations as required.

- Input and manage orders for exception products requiring special handling.

- Ensure that all potentially serious incidents are raised to the appropriate levels of management.

- Ensure orders are accurate and released in alignment with service level agreements. Modify orders in the ERP systems, warehouse management and transit management systems per regional requirements.

Experience

• Minimum of 1 year experience with ERP system(s).
• Minimum of 2 years’ experience in a similar role (export, logistics, order management, customer service).
• Minimum of 2 years' prior experience in a related industry (i.e., medical device, healthcare supply chain, pharmaceutical).

Competencies

• Team player with impactful verbal and written communication skills
• Ability to influence without authority
• Strong attention to detail
• Strong customer focus and a track record of implementing best-in-class service levels
• Ability to build strong relationships with relevant stakeholders
• Skillful at setting priorities, meeting deadlines, and managing multiple tasks
• Versatile learner with the ability to function in a changing environment
• Action-oriented and results-driven, independently seek continuous improvement opportunities
• Must be self-motivated and can be productive with little or no direct supervision
• Proficiency in standard business computer software applications (MS Word, Teams, PowerPoint, Outlook)
• Beginner to Advanced Microsoft Excel skills preferred

Education

A high school diploma plus 3 years of experience.