Order Management Coordinator
for section headings (About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)
- Use - for lists of duties/requirements/benefits, and
for prose
- Do NOT repeat the job title as a heading (page already shows it)
- Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it
- Preserve ALL substantive information; do NOT invent or summarize away detail
- Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions
- Include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text
- Never create Pay/Schedule/Benefits sections unless the posting actually states them
- Prefer a few substantive sections over many thin ones
- Output ONLY the HTML fragment — no /, no markdown code fences
Now, let me parse the job posting:
1. Location: Concord, MA
2. Department: Customer Operations & Order Management
3. Reports To: Customer Operations & Order Management Manager
4. Why Oxford Instruments? - company description
5. Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time.
6. Position Summary
7. Key Responsibilities (with subsections: Invoicing & Credit Processing, Warranty & Contract Management, Customer Service & Communications, Technical Support Coordination, Service Lead Administration)
8. Qualifications Required (list)
9. Skills & Competencies (list)
10. What Success Looks Like (list)
11. Compensation: $63,000-$75,000
12. Why Join Us?
I need to structure this into semantic HTML with appropriate sections.
Sections I'll create:
- About the role (could include Position Summary and company info)
- Responsibilities (Key Responsibilities with subsections)
- Qualifications (Qualifications Required)
- Skills (Skills & Competencies)
- What Success Looks Like (could be part of Qualifications or separate)
- Pay (Compensation is given)
- Maybe a brief metadata paragraph for location, department, reports to
The "Why Oxford Instruments?" and "Why Join Us?" are company marketing - could be part of About the role or separate. I'll include them in About the role as prose.
The visa requirement is a requirement - could go in Qualifications.
Let me structure:
About the role
Location: Concord, MA. Department: Customer Operations & Order Management. Reports to: Customer Operations & Order Management Manager.
Why Oxford Instruments? Our purpose is to accelerate the breakthroughs that create a brighter future for our world. Our technology and scientific expertise enable our customers to discover and bring to market exciting new advances that drive human progress. We aim to be the scientific instrumentation partner in every significant lab and production facility across the world. Our people and culture are vital to our success. We strive to offer the opportunities that will attract, engage, motivate and develop the very best talent. This involves creating an inclusive environment and culture where difference is valued and people are recognised for what they deliver and bring to the team. We want to empower our employees so that they innovate, support our growth and improve our productivity. We support them to make the right decisions and reach their full potential as they develop their careers at OI. Our ways of working are lived every day and are as follows: We start with the customer; We succeed by being focused; We make and keep our promises; We work together as one team; We help and trust each other to succeed.
Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of employment visas at this time.
Position Summary: We are seeking a highly organized, customer-focused Order Management Coordinator to support our Customer Operations & Order Management team. This position serves as the team's primary resource for invoicing administration and related order-to-cash activities while also supporting warranty registrations, service lead coordination, and technical support intake. While this role has primary responsibility for invoicing and service administration activities, it is part of a broader Order Management team and may support additional customer operations activities as business needs evolve. The role works closely with Sales, Service, Finance, and customers to ensure accurate order processing, billing execution, and exceptional customer service throughout the customer lifecycle.
Responsibilities
Invoicing & Credit Processing
- Process service and product invoices and credit memos accurately and efficiently.
- Review transactions to ensure compliance with pricing, tax, customer, and documentation requirements.
- Investigate billing discrepancies and partner with Finance, Sales, and Service teams to resolve issues.
- Maintain supporting documentation and ensure data accuracy.
- Meet or exceed departmental invoice accuracy and error-rate KPIs while minimizing rework and billing discrepancies.
- Proactively identify trends in order entry & invoicing errors and work with cross-functional teams to implement corrective actions and process improvements.
Warranty & Contract Management
- Activate product warranties and verify installation / warranty details in our ERP.
- Process and maintain Point-of-Sale (POS) contracts and extended warranty activations in our ERP.
- Ensure accurate entry and maintenance of Point-of-Sale (POS) contract and equipment information.
Customer Service & Communications
- Manage and monitor the department's shared mailbox, ensuring timely and professional responses to customer and internal inquiries.
- Answer incoming customer and internal phone calls and provide prompt assistance.
- Serve as a point of contact for order status updates, invoicing questions, warranty inquiries, and service-related requests.
- Escalate issues as needed and coordinate resolution with appropriate departments.
- Deliver a positive customer experience through effective communication and follow-up.
Technical Support Coordination
- Receive and document incoming technical support requests.
- Gather and verify customer, product, and issue details to support troubleshooting efforts.
- Route cases to the appropriate Service or Technical Support teams.
- Monitor open cases and provide status updates to customers as needed.
Service Lead Administration
- Review and process SAP-generated service leads.
- Assign and coordinate leads with service teams.
- Track progress and ensure timely follow-up and resolution.
- Maintain accurate records of customer interactions and service opportunities.
Qualifications
- B.A. in Business Administration, Finance, Operations, or related field.
- 5+ years of experience in Order Management, Customer Service, Customer Operations, Sales Support, or a related role.
- Strong customer service and communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities and deadlines.
- Proficiency with Microsoft Office applications, including Outlook and Excel.
- Experience working with SAP, ERP, & CRM systems.
- Experience processing invoices, credits, warranties, and service-related transactions.
- Knowledge of order-to-cash processes.
- Experience supporting service administration, warranty processing, technical support intake, or other customer operations functions.
- Experience using or exposure to AI-enabled productivity tools (such as Microsoft Copilot or similar technologies) and a demonstrated interest in leveraging technology to improve business processes and customer experience.
- Applicants must be authorized to work for any employer in the US; visa sponsorship is not available.
Skills & Competencies
- Customer-focused mindset
- Strong problem-solving abilities
- Effective verbal and written communication
- Strong attention to detail with the ability to maintain accuracy in high-volume transaction environments.
- Team collaboration and relationship building
- Time management and prioritization
- Adaptability in a fast-paced environment
- Process improvement orientation
- Technology-forward mindset with curiosity around automation, AI tools, and continuous process improvement. Ability to identify opportunities to improve efficiency through data, technology, and innovative problem-solving.
- Positive, can-do attitude with a proactive approach to problem solving, customer service, and continuous improvement
What Success Looks Like
- Timely responses to mailbox and phone inquiries
- Accurate processing of invoices, credits, and warranty registrations hitting KPI targets
- Prompt logging and routing of technical support cases
- Effective management of service leads
- Strong customer satisfaction and issue resolution
- High levels of data accuracy and process compliance
- Builds strong working relationships across the organization
- Takes ownership of issues, follows through on commitments, and contributes to a collaborative team environment
- Identifies and implements process improvements that drive efficiency, improve customer experience, and reduce manual effort through effective use of technology and AI-enabled tools.
Pay
The expected salary for this full-time, benefited position is between $63,000-$75,000. The actual compensation will be determined considering factors such as relevant skills and experience and other factors permitted by law.
Why Join Us?
This role offers the opportunity to be a critical part of the customer experience while working across Sales, Service, Finance, Technical Support, and Operations. You'll play a key role in ensuring smooth business operations, supporting customers, and driving continuous improvement within a collaborative team environment. If you are organized, customer-focused, and enjoy solving problems while managing a variety of operational activities, we'd love to hear from you.
I should not include h4 headings? The rules say use for section headings. It doesn't forbid h4 for subsections. But to keep it simple, maybe I should keep responsibilities as a single list with grouped items? However, the responsibilities have clear subsections. The rules say "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". It doesn't say not to use h4. But to be safe, I could make the subsections as part of the list items with bold or something. But the rule says use - for any list of duties/requirements/benefits. The subsections are categories of duties. I think using h4 is acceptable as subheadings within the Responsibilities section. However, the instruction says "use
for section headings". It doesn't mention h4. But it's common to use h4 for subsections. I'll keep them as h4.
Alternatively, I could make each subsection a separate h3? But that would create many sections. The rule says "Prefer a few substantive sections over many thin ones." So I'll keep Responsibilities as one section with h4 subsections.
Now, check for any boilerplate to remove: The posting doesn't have cookie/navigation/legal/EEO/scam-warning boilerplate. It has "Why Oxford Instruments?" which is company description, I'll keep. "Why Join Us?" is also company pitch, I'll keep.
The visa requirement appears twice: once in the beginning and once in qualifications. I'll include it once in Qualifications.
Now, output only the HTML fragment.
for prose - Do NOT repeat the job title as a heading (page already shows it) - Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it - Preserve ALL substantive information; do NOT invent or summarize away detail - Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions - Include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text - Never create Pay/Schedule/Benefits sections unless the posting actually states them - Prefer a few substantive sections over many thin ones - Output ONLY the HTML fragment — no /, no markdown code fences Now, let me parse the job posting: 1. Location: Concord, MA 2. Department: Customer Operations & Order Management 3. Reports To: Customer Operations & Order Management Manager 4. Why Oxford Instruments? - company description 5. Applicants must be authorized to work for ANY employer in the US. We are unable to sponsor or take over sponsorship of employment Visa at this time. 6. Position Summary 7. Key Responsibilities (with subsections: Invoicing & Credit Processing, Warranty & Contract Management, Customer Service & Communications, Technical Support Coordination, Service Lead Administration) 8. Qualifications Required (list) 9. Skills & Competencies (list) 10. What Success Looks Like (list) 11. Compensation: $63,000-$75,000 12. Why Join Us? I need to structure this into semantic HTML with appropriate sections. Sections I'll create: - About the role (could include Position Summary and company info) - Responsibilities (Key Responsibilities with subsections) - Qualifications (Qualifications Required) - Skills (Skills & Competencies) - What Success Looks Like (could be part of Qualifications or separate) - Pay (Compensation is given) - Maybe a brief metadata paragraph for location, department, reports to The "Why Oxford Instruments?" and "Why Join Us?" are company marketing - could be part of About the role or separate. I'll include them in About the role as prose. The visa requirement is a requirement - could go in Qualifications. Let me structure:
About the role
Location: Concord, MA. Department: Customer Operations & Order Management. Reports to: Customer Operations & Order Management Manager.
Why Oxford Instruments? Our purpose is to accelerate the breakthroughs that create a brighter future for our world. Our technology and scientific expertise enable our customers to discover and bring to market exciting new advances that drive human progress. We aim to be the scientific instrumentation partner in every significant lab and production facility across the world. Our people and culture are vital to our success. We strive to offer the opportunities that will attract, engage, motivate and develop the very best talent. This involves creating an inclusive environment and culture where difference is valued and people are recognised for what they deliver and bring to the team. We want to empower our employees so that they innovate, support our growth and improve our productivity. We support them to make the right decisions and reach their full potential as they develop their careers at OI. Our ways of working are lived every day and are as follows: We start with the customer; We succeed by being focused; We make and keep our promises; We work together as one team; We help and trust each other to succeed.
Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of employment visas at this time.
Position Summary: We are seeking a highly organized, customer-focused Order Management Coordinator to support our Customer Operations & Order Management team. This position serves as the team's primary resource for invoicing administration and related order-to-cash activities while also supporting warranty registrations, service lead coordination, and technical support intake. While this role has primary responsibility for invoicing and service administration activities, it is part of a broader Order Management team and may support additional customer operations activities as business needs evolve. The role works closely with Sales, Service, Finance, and customers to ensure accurate order processing, billing execution, and exceptional customer service throughout the customer lifecycle.
Responsibilities
Invoicing & Credit Processing
- Process service and product invoices and credit memos accurately and efficiently.
- Review transactions to ensure compliance with pricing, tax, customer, and documentation requirements.
- Investigate billing discrepancies and partner with Finance, Sales, and Service teams to resolve issues.
- Maintain supporting documentation and ensure data accuracy.
- Meet or exceed departmental invoice accuracy and error-rate KPIs while minimizing rework and billing discrepancies.
- Proactively identify trends in order entry & invoicing errors and work with cross-functional teams to implement corrective actions and process improvements.
Warranty & Contract Management
- Activate product warranties and verify installation / warranty details in our ERP.
- Process and maintain Point-of-Sale (POS) contracts and extended warranty activations in our ERP.
- Ensure accurate entry and maintenance of Point-of-Sale (POS) contract and equipment information.
Customer Service & Communications
- Manage and monitor the department's shared mailbox, ensuring timely and professional responses to customer and internal inquiries.
- Answer incoming customer and internal phone calls and provide prompt assistance.
- Serve as a point of contact for order status updates, invoicing questions, warranty inquiries, and service-related requests.
- Escalate issues as needed and coordinate resolution with appropriate departments.
- Deliver a positive customer experience through effective communication and follow-up.
Technical Support Coordination
- Receive and document incoming technical support requests.
- Gather and verify customer, product, and issue details to support troubleshooting efforts.
- Route cases to the appropriate Service or Technical Support teams.
- Monitor open cases and provide status updates to customers as needed.
Service Lead Administration
- Review and process SAP-generated service leads.
- Assign and coordinate leads with service teams.
- Track progress and ensure timely follow-up and resolution.
- Maintain accurate records of customer interactions and service opportunities.
Qualifications
- B.A. in Business Administration, Finance, Operations, or related field.
- 5+ years of experience in Order Management, Customer Service, Customer Operations, Sales Support, or a related role.
- Strong customer service and communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities and deadlines.
- Proficiency with Microsoft Office applications, including Outlook and Excel.
- Experience working with SAP, ERP, & CRM systems.
- Experience processing invoices, credits, warranties, and service-related transactions.
- Knowledge of order-to-cash processes.
- Experience supporting service administration, warranty processing, technical support intake, or other customer operations functions.
- Experience using or exposure to AI-enabled productivity tools (such as Microsoft Copilot or similar technologies) and a demonstrated interest in leveraging technology to improve business processes and customer experience.
- Applicants must be authorized to work for any employer in the US; visa sponsorship is not available.
Skills & Competencies
- Customer-focused mindset
- Strong problem-solving abilities
- Effective verbal and written communication
- Strong attention to detail with the ability to maintain accuracy in high-volume transaction environments.
- Team collaboration and relationship building
- Time management and prioritization
- Adaptability in a fast-paced environment
- Process improvement orientation
- Technology-forward mindset with curiosity around automation, AI tools, and continuous process improvement. Ability to identify opportunities to improve efficiency through data, technology, and innovative problem-solving.
- Positive, can-do attitude with a proactive approach to problem solving, customer service, and continuous improvement
What Success Looks Like
- Timely responses to mailbox and phone inquiries
- Accurate processing of invoices, credits, and warranty registrations hitting KPI targets
- Prompt logging and routing of technical support cases
- Effective management of service leads
- Strong customer satisfaction and issue resolution
- High levels of data accuracy and process compliance
- Builds strong working relationships across the organization
- Takes ownership of issues, follows through on commitments, and contributes to a collaborative team environment
- Identifies and implements process improvements that drive efficiency, improve customer experience, and reduce manual effort through effective use of technology and AI-enabled tools.
Pay
The expected salary for this full-time, benefited position is between $63,000-$75,000. The actual compensation will be determined considering factors such as relevant skills and experience and other factors permitted by law.
Why Join Us?
This role offers the opportunity to be a critical part of the customer experience while working across Sales, Service, Finance, Technical Support, and Operations. You'll play a key role in ensuring smooth business operations, supporting customers, and driving continuous improvement within a collaborative team environment. If you are organized, customer-focused, and enjoy solving problems while managing a variety of operational activities, we'd love to hear from you.
I should not include h4 headings? The rules say use for section headings. It doesn't forbid h4 for subsections. But to keep it simple, maybe I should keep responsibilities as a single list with grouped items? However, the responsibilities have clear subsections. The rules say "use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". It doesn't say not to use h4. But to be safe, I could make the subsections as part of the list items with bold or something. But the rule says use - for any list of duties/requirements/benefits. The subsections are categories of duties. I think using h4 is acceptable as subheadings within the Responsibilities section. However, the instruction says "use
for section headings". It doesn't mention h4. But it's common to use h4 for subsections. I'll keep them as h4.
Alternatively, I could make each subsection a separate h3? But that would create many sections. The rule says "Prefer a few substantive sections over many thin ones." So I'll keep Responsibilities as one section with h4 subsections.
Now, check for any boilerplate to remove: The posting doesn't have cookie/navigation/legal/EEO/scam-warning boilerplate. It has "Why Oxford Instruments?" which is company description, I'll keep. "Why Join Us?" is also company pitch, I'll keep.
The visa requirement appears twice: once in the beginning and once in qualifications. I'll include it once in Qualifications.
Now, output only the HTML fragment.
- for any list of duties/requirements/benefits. The subsections are categories of duties. I think using h4 is acceptable as subheadings within the Responsibilities section. However, the instruction says "use
for section headings". It doesn't mention h4. But it's common to use h4 for subsections. I'll keep them as h4. Alternatively, I could make each subsection a separate h3? But that would create many sections. The rule says "Prefer a few substantive sections over many thin ones." So I'll keep Responsibilities as one section with h4 subsections. Now, check for any boilerplate to remove: The posting doesn't have cookie/navigation/legal/EEO/scam-warning boilerplate. It has "Why Oxford Instruments?" which is company description, I'll keep. "Why Join Us?" is also company pitch, I'll keep. The visa requirement appears twice: once in the beginning and once in qualifications. I'll include it once in Qualifications. Now, output only the HTML fragment.