Order Management and Return Specialist

Laerdal Medical AS•Village of Wappingers Falls, NY

1d•Hybrid

About The Position

As an Order Management Specialist and Returns Specialist, you will play a critical role in supporting and enhancing the full customer journey. You are responsible for accurately entering and maintaining subscription and order data, processing returns and credits, and ensuring the timely activation, modification, and de‑activation of services. Your work ensures customers experience a seamless, transparent, and reliable process from their initial request through final resolution. In this role, you will provide exceptional support by owning the solution from start to finish—proactively seeking to understand customer needs, troubleshooting issues with precision, and communicating clearly to close the loop at every stage. You will guide customers through subscription inquiries, return workflows, and issue resolution with professionalism, empathy, and a commitment to delivering an elevated level of satisfaction. Success in this position requires strong critical thinking, problem‑solving abilities, and a high attention to detail. You will collaborate closely with cross‑functional teams, sales, management, and platform partners to ensure service accuracy and process efficiency. You will be expected to analyze complex customer situations, drive solutions forward independently, and ensure KPI expectations are consistently met. Through your ownership, insight, and coordination, you contribute directly to a smooth, positive, and trust‑building customer experience.

Requirements

Minimum of 2+ years of experience in customer service or help desk capacity required.
Four-year college degree preferred.
Willingness to work flexible hours between 8a-8p, M-F including evenings, weekends and overtime if required.
Provide quality service to Laerdal’s internal and external customers in all assigned tasks.
Exemplary communication skills, both written and verbal.
Strong computer skills with an emphasis on software knowledge, installation, and use. Microsoft applications, Data Base applications, Internet, and internet protocols such as Experience with Web navigation, Microsoft Office, Salesforce, QAD, Outlook, TEAMS, and Zoom preferred.
Ability to be proactive, work independently, and manage time effectively.
Innovative thinker, to provide work around solutions to vast array of issues.
Strong customer focus; service-oriented attitude.
Strong multi-tasking skills and attention to detail are essential for this role. The ability to handle multiple tasks simultaneously while maintaining a prominent level of accuracy and attention to detail is crucial to ensure efficient and effective support for customers.
The ability to think critically, problem solve, manage priorities, and work independently is crucial for success in this role. You will encounter various challenges and situations that require quick thinking, effective problem-solving, and the ability to prioritize tasks. Working independently and taking ownership of your responsibilities will allow you to efficiently support customers and meet their needs.

Responsibilities

Customer Support: Provide expert support, training, and guidance to both internal and external customers regarding contracts and subscriptions in a variety of areas, including but not limited to; orders, credit and rebills, contract and warranty details, renewals, amendments, services, invoices, billing discrepancies, payment terms, delivery times, etc. Ensuring that incoming requests and inquiries related to orders, contracts, subscriptions, amendments, and warranties are promptly and thoroughly resolved, ensuring complete customer satisfaction.
Troubleshoot subscription-related issues, such as billing discrepancies, service disruptions, or account access problems, and escalate complex issues to the appropriate teams for resolution.
Subscription Data Entry: Thoroughly and efficiently gather customer information, fulfill customer needs, and educate the customer where applicable to prevent the need for future contacts. Provide self-service options. Use resources and tools to analyze the customers’ situations and provide innovative solutions and resolutions in the best interest of the customer and company. Day to Day operations lead for RMA and Subscriptions transactions and fulfillment through phone/e-mail queue and case management for Contracts and Returns.
Documentation and Reporting: Document and track support calls and emails in Salesforce, escalating and prioritizing accordingly while keeping leadership aware of all trends and issues. Brief customers and management on the status of current resolution efforts.
Cross-Functional Collaboration Work with key stakeholders and developers to ensure quick resolutions, improve processes and customer satisfaction.
Continuous Improvement: Provide feedback on customer service processes, tools, and procedures to identify areas for improvement and contribute to ongoing optimization efforts. Identifying gaps in service delivery within the team, or services and making necessary changes to process to lessen the gap.
Adaptability: Adapt to changing business needs, priorities, and customer demands while maintaining a positive and customer-centric attitude.
Performance Metrics: Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response times, resolution rates, and other metrics as defined by the organization.
Same Day Case Resolution ≥85%
End‑to‑End Case Ownership Rate ≥80%
Case Reopen Rate (7‑day) ≤3%
Omni-Channel Queue Response Time ≤ 18 hours.
Attendance- Maintain fewer than 7 attendance incidents within any rolling 12‑month period
Achieve a monthly Quality Monitoring score of ≥ 95% across case, email, and phone evaluations.
Phone Abandonment rate under 2% for respective phone queues