Order Management Coordinator

Oxford Instruments Plc•Concord, MA

7d•$63,000 - $75,000

About The Position

Oxford Instruments is seeking a highly organized, customer-focused Order Management Coordinator to support its Customer Operations & Order Management team. The role is the team’s primary resource for invoicing administration and related order-to-cash activities, while also supporting warranty registrations, service lead coordination, and technical support intake. It works closely with Sales, Service, Finance, and customers to ensure accurate order processing, billing execution, and strong customer service throughout the customer lifecycle. The role may support additional customer operations activities as business needs evolve. The position is based in Concord, Massachusetts. Applicants must be authorized to work for any employer in the United States; visa sponsorship or transfer is not available. The expected salary for this full-time, benefited position is $63,000–$75,000, with actual compensation dependent on relevant skills, experience, and other factors permitted by law. Oxford Instruments describes its purpose as accelerating breakthroughs that create a brighter future. The company aims to create an inclusive environment where differences are valued and employees are recognized, supported, and developed. Its stated ways of working include starting with the customer, staying focused, keeping promises, working as one team, and helping and trusting colleagues.

Requirements

Bachelor of Arts (B.A.) in Business Administration, Finance, Operations, or a related field.
At least 5 years of experience in Order Management, Customer Service, Customer Operations, Sales Support, or a related role.
Strong customer service and communication skills.
Excellent organizational skills and attention to detail.
Ability to manage multiple priorities and deadlines.
Proficiency with Microsoft Office applications, including Outlook and Excel.
Experience working with SAP, ERP, and CRM systems.
Experience processing invoices, credits, warranties, and service-related transactions.
Knowledge of order-to-cash processes.
Experience supporting service administration, warranty processing, technical support intake, or other customer operations functions.
Experience using or exposure to AI-enabled productivity tools, such as Microsoft Copilot or similar technologies, and demonstrated interest in using technology to improve business processes and customer experience.
Strong problem-solving abilities and effective verbal and written communication.
Ability to maintain accuracy in high-volume transaction environments.
Team collaboration and relationship-building skills.
Time-management and prioritization skills.
Adaptability in a fast-paced environment and an orientation toward process improvement.
Technology-forward mindset, curiosity about automation and AI tools, and ability to identify efficiency opportunities through data, technology, and innovative problem-solving.
Positive, proactive, can-do approach to problem-solving, customer service, and continuous improvement.
Applicants must be authorized to work for any employer in the United States; the employer cannot sponsor or take over employment visa sponsorship.

Responsibilities

Process service and product invoices and credit memos accurately and efficiently.
Review transactions for compliance with pricing, tax, customer, and documentation requirements.
Investigate billing discrepancies and work with Finance, Sales, and Service to resolve them.
Maintain supporting documentation and accurate data.
Meet or exceed invoice accuracy and error-rate KPIs while minimizing rework and billing discrepancies.
Identify trends in order-entry and invoicing errors and collaborate on corrective actions and process improvements.
Activate product warranties and verify installation and warranty details in the ERP.
Process and maintain Point-of-Sale (POS) contracts and extended warranty activations in the ERP.
Maintain accurate POS contract and equipment information.
Manage and monitor the department’s shared mailbox and respond to customer and internal inquiries in a timely, professional manner.
Answer incoming customer and internal phone calls and provide assistance.
Respond to order-status, invoicing, warranty, and service-related inquiries; escalate issues and coordinate resolution as needed.
Receive and document technical support requests, gather and verify relevant customer, product, and issue details, and route cases to the appropriate Service or Technical Support teams.
Monitor open technical support cases and provide status updates to customers as needed.
Review and process SAP-generated service leads, assign and coordinate them with service teams, track progress, and ensure timely follow-up and resolution.
Maintain accurate records of customer interactions and service opportunities.
Build working relationships across the organization, take ownership of issues, and follow through on commitments.
Identify and implement process improvements that improve efficiency and customer experience and reduce manual effort, including through technology and AI-enabled tools.