Job at a glance
Job Title: Order Management Specialist Job Description The Order Management Specialist receives and processes customer orders, manages order inquiries, and ensures timely and accurate order fulfillment. This role plays a key part in managing order backlog, allocating product, and maintaining clear communication with customers regarding order status and delivery expectations within a highly regulated diagnostics environment.
Responsibilities Receive and process customer purchase orders via email, e-fax, and other channels, ensuring accuracy, completeness, and alignment with commercial terms. Enter customer orders into the ERP system within required timeframes and verify that all data is correct and complete. Manage order backlog and support product allocation to ensure customers receive products according to priority and availability.
Confirm receipt and entry of orders with customers and provide timely order acknowledgments. Create and maintain accurate ship-to and bill-to records in the system for new and existing customers. Proactively follow up with customers on incomplete orders, backorders, and expected ship dates to set clear expectations. Determine scheduled ship dates based on customer requirements, manufacturing capacity, and product availability.
Run reports to track performance metrics such as on-time shipments and quality-related indicators, and use this data to support continuous improvement. Investigate and resolve non-standard or complex orders by partnering closely with Sales, Accounting, and customers. Utilize CRM and reporting tools, including Salesforce or similar platforms, on a daily basis to manage order-related activities and customer interactions.
Support additional tasks and special projects as assigned, including work related to new product launches and shifting business priorities. Collaborate with team members across multiple locations and business units, providing support to different markets as demand requires. Work independently in a largely remote environment while maintaining strong communication and coordination with the broader team.
Adapt to changing priorities, handle multiple projects, and respond effectively to urgent issues as they arise. Essential Skills 4+ years of experience in order management, order entry, or manufacturing-focused customer service. Hands-on experience with ERP systems; Oracle is ideal, but other ERP platforms are acceptable. Salesforce experience is highly preferred; other CRM experience is acceptable when combined with relevant industry experience.
Background in medical device, biotech, or pharmaceutical industries is ideal; experience in other regulated industries will also be considered. Experience processing purchase orders, including orders with low to moderate line item counts (typically 1–8 lines). Strong problem-solving skills with the ability to investigate and resolve non-standard or complex orders. High attention to detail and accuracy in data entry and documentation.
Ability to work independently, manage time effectively, and stay organized in a dynamic environment. Strong customer service skills with clear, professional communication in both written and verbal form. Comfort using CRM and reporting tools daily to manage order-related activities. Additional Skills & Qualifications Experience supporting customers or internal stakeholders in highly regulated environments such as diagnostics, healthcare, or life sciences.
Familiarity with molecular diagnostics, medical devices, or laboratory products is a plus. Ability to collaborate with cross-functional teams across multiple locations and time zones. Flexibility to shift focus between different business units and markets based on demand. Demonstrated ability to thrive in a fast-paced setting with multiple projects and changing priorities. Interest in building a career in diagnostics, one of the fastest-growing areas in healthcare.
Openness to a temporary role with the potential for extension or conversion