Manager, Customer Standing Orders

Werfen•Bedford, MA

8d•$100,000 - $130,000

About The Position

The Manager of Customer Standing Orders is responsible for leading the team that sets up, maintains, and renews 12 month reagent standing orders to ensure uninterrupted supply and outstanding service for our in-vitro diagnostics customers. This role owns the end-to-end process from standing order entry through renewal and shipment readiness, ensuring all orders are in the system before the period of performance starts so customers receive timely shipments- and experience no gaps in service.

Requirements

Bachelor’s degree in Business, Operations Management, Supply Chain, Life Sciences, or a related field, or equivalent practical experience.
5+ years of experience in customer service operations, order management, or operations in a medical device, invitro diagnostics, pharmaceutical or regulated industry.
2+ Prior experience leading or coordinating teams in an operational environment.
Demonstrated success managing time‑sensitive order flows and renewals.
Clear written and verbal communication skills, including the ability to communicate expectations and changes to customers, sales, and internal partners.
Strong understanding of basic supply chain concepts: demand forecasting, inventory availability, lead times, and shipping requirements.
Experience working with service contracts, pricing rules, and contractual compliance, recurring supply programs or reagent subscription models in diagnostics or life sciences.
Solid working knowledge of ERP systems (SAP preferred), including service modules, sales orders, delivery notes, and billing processes.
Advanced proficiency in Excel and reporting tools; experience with BI platforms (e.g., Power BI, Qlik, or similar) is a plus.
Demonstrated experience in process documentation and continuous improvement, with the ability to analyze workflows and implement operational enhancements.
Strong analytical and problem solving skills, with the ability to interpret data and translate insights into actions.
Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Clear and effective communication skills, both written and verbal, across technical and non-technical audiences.
Proven ability to work cross-functionally and influence even without direct authority.
Detail oriented with a strong focus on accuracy, compliance, and process discipline.
Continuous improvement mindset with a demonstrated ability to identify and implement operational efficiencies.
High level of ownership and accountability.
Customer focused mindset, balancing operational efficiency with service quality.
Able to work effectively in a matrixed organization with multiple stakeholders and reporting lines.
Adaptable and resilient, with the ability to manage change and ambiguity.

Nice To Haves

French spoken and written is preferred
Advanced proficiency in Excel and reporting tools; experience with BI platforms (e.g., Power BI, Qlik, or similar) is a plus.

Responsibilities

Standing Order lifecycle ownership
Own the full standing order lifecycle: setup, validation, maintenance, changes, and monthly renewals.
Ensure all standing orders are renewed and active before the new period of performance to avoid service gaps.
Use reports and dashboards to identify trends, risks, and improvement opportunities in renewals continuity.
Customer Experience & Escalation Management
Serve as the operational point of contact for issues and escalations related to standing orders.
Ensure timely, professional, and solution oriented- communication with customers and internal stakeholders.
Process quality, Compliance & Operational Performance
Monitor renewal rate, processing timeliness, backlog, and fulfillment accuracy.
Create and execute action plans to improve KPIs and ensure adherence.
Maintain and continuously improve SOPs for standing order entry, renewal, exceptions, and communication flows.
Implement quality checks and documentation practices to support regulatory, audit and quality system requirements.
Lead efforts to evaluate, improve, and streamline existing standing order entry processes to increase efficiency, accuracy, and scalability.
Leadership & Cross-Functional Collaboration
Lead, coach, and develop the Standing Orders team, including hiring, training, and performance management.
Provide day-to-day guidance, remove roadblocks, and build a high-performing customer focused culture.