Order Processing Agent

About the role

BioIVT is a leading global provider of research models and value-added research services for drug discovery and development. We specialize in control and disease-state biospecimens, including human and animal tissues, cell products, blood and other biofluids. Our unmatched portfolio of clinical specimens directly supports precision medicine research, aiming to improve patient outcomes by coupling comprehensive clinical data with donor samples. As the premier supplier of hepatic products, including hepatocytes and subcellular fractions, BioIVT enables scientists to better understand the pharmacokinetics and drug metabolism of newly discovered compounds and their effects on disease processes. By combining our technical expertise, exceptional customer service and unparalleled access to biological specimens, BioIVT serves the research community as a trusted partner in elevating science.

The Order Processing Agent (Tier 1) is responsible for accurately entering, reviewing, and processing customer orders in accordance with defined service level agreements (SLAs) and company policies. This role focuses on precision, compliance, and delivering a positive customer experience through clear communication, accurate data entry, and effective collaboration with internal teams. Tier 1 agents handle straightforward orders and issues, escalating exceptions or non-standard requests as needed.

Location Requirement: While we consider applicants from most states, we are unable to hire in AK, HI, NM, ND, SD, RI, or VT.

Responsibilities

• Enter, review, and process customer orders in Salesforce within defined SLAs, ensuring polite, clear communication and acknowledgment of any issues.
• Verify order details including products, pricing, quantities, delivery requirements, and customer information, referencing SOPs to ensure accuracy.
• Ensure all orders are complete, accurate, and compliant with internal policies, approval requirements, and quality standards.
• Identify and resolve straightforward discrepancies or missing information using documented procedures before releasing orders.
• Communicate order status, issues, and required actions to Sales and internal stakeholders in a professional and timely manner.
• Escalate non-standard orders or exceptions following established processes and clear escalation handoffs.
• Maintain accurate order documentation and audit trails within Salesforce to support compliance and future reference.
• Support order amendments, cancellations, and corrections as needed, ensuring adherence to SOPs.
• Contribute to continuous improvement by identifying recurring order issues or process gaps and sharing observations with the team.

Qualifications

• 1–3 years of experience in order processing, customer support, sales operations, or a similar role.
• Hands-on experience with Salesforce or comparable CRM systems (required).
• Strong written and verbal communication skills with the ability to follow templates and acknowledge customer concerns.
• Comfortable working in a structured, SLA-driven environment.
• High attention to detail and commitment to accurate data entry.
• Ability to follow SOPs and compliance requirements with precision.
• Composed and professional demeanor, with openness to feedback and continuous improvement.
• High school diploma or equivalent required; associate’s or bachelor’s degree preferred.

Other duties may be assigned.

Benefits

• Comprehensive benefit package including medical, dental, vision, short-term/long-term disability, life insurance, hospital indemnity, and accident insurance.
• Generous retirement plan with a company match.
• Competitive time-off policies.
• Collaborative environment that promotes growth from within.
• Company-sponsored events for the entire team.