Order Fulfillment Administrator

ZOLL Medical•San Jose, CA

About The Position

The Order Fulfillment Administrator provides sales, customer, and service support by managing end-to-end order processing and fulfillment activities. This role serves as a key liaison between customers, Sales, Operations, and cross-functional teams to ensure timely, accurate, and compliant shipment of orders critical to patient therapy. The Circulation division of ZOLL Medical Corporation is focused on heart therapies and neuro protection for hospitals. STEMI heart attack and severe fever are some of the applications of ZOLL's unique devices. Fully integrated, ZOLL Circulation research, develops, manufactures, and sells novel technologies including ZOLL Temperature Management Solutions and TherOx SSO2 Therapy. Temperature Management Solutions empower physicians to "prescribe" a temperature and achieve it. TherOx SSO2 Therapy is the first FDA-approved therapy since the stent 20+ years ago to reduce infarct size in patients with the most severe heart attacks.

Requirements

2–3 years of experience in sales order administration, sales support, or order fulfillment.
1–2+ years of export documentation preparation experience required.
Intermediate to advanced proficiency in Microsoft Excel.
Must obtain and maintain Dangerous Goods shipment certification for Lithium batteries.
Excellent follow-through skills, interpersonal skills, hardworking, a self-starter, and a problem solver.
Must have excellent attention to detail and accuracy.
Proven ability to multitask, prioritize, and perform efficiently in a fast-paced environment.
Must be able to work independently and in a team environment.
Prior certification or knowledge of Hazardous Material or Dangerous goods shipments.
Strong customer service skills with the ability to professionally interact with internal and external customers.
Ability to identify, handle, and appropriately escalate customer issues promptly.
Strong data entry, written, and verbal communication skills.
Self-starter with strong problem-solving abilities; able to work independently and as part of a team.
Dependable, responsible, and reliable with a positive, can-do attitude.
Ability to remain calm and professional when interacting with upset or frustrated customers.
Proficiency in using CRM or Manufacturing systems, databases, spreadsheets, email, and related tools to perform required tasks.
Working knowledge of U.S. export regulations and international regulatory requirements required.

Nice To Haves

1+ years of experience of export experience preferred

Responsibilities

Deliver a world-class customer service experience to both internal and external customers.
Process customer orders from order review and entry through fulfillment, including order entry in Great Plains, purchase order receipt, and shipping transactions in Oracle.
Process internal order requests, including in-service, service orders, service depot requests, evaluations, and demo orders.
Manage evaluation and placement agreements and assist in coordinating capital equipment sales demonstrations in partnership with Sales and Operations.
Track demo equipment and coordinate related logistics.
Drive the order fulfillment process by acting as a liaison between customers and internal resources to ensure on-time delivery.
Partner with Operations to expedite parts or materials as needed to meet customer requirements.
Prepare and review documentation for domestic and international shipments, such as Commercial Invoices (CI), Certificates of Origin (COO), Certificates of Conformance (COC), Shipper’s Letters of Instruction (SLI), and Dangerous Goods documentation.
Send delivery notifications to internal and external customers, as required.
Coordinate pick-ups and shipments with freight forwarders.
Serve as a primary point of contact for order-related inquiries and issue resolution, including out-of-box failures, complaints, and shipping discrepancies.
Update order management processes documentation.
Research and update customer records and installed base as necessary.