Order Management Coordinator

Oxford Instruments•Concord, MA

About The Position

Oxford Instruments is seeking a highly organized, customer-focused Order Management Coordinator for 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. The coordinator works with Sales, Service, Finance, Technical Support, and customers to support accurate order processing, billing, and customer service throughout the customer lifecycle. The role may also support other customer operations activities as business needs evolve. The position is based in Concord, Massachusetts, and reports to the Customer Operations & Order Management Manager. Applicants must be authorized to work for any employer in the United States; employment visa sponsorship or transfer is not available. The expected salary for this full-time, benefited role is $63,000–$75,000, with actual compensation determined by relevant skills, experience, and other legally permitted factors.

Requirements

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.
Customer-focused mindset and strong problem-solving abilities.
Effective verbal and written communication skills.
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, with curiosity about automation and AI tools and the ability to identify efficiency opportunities through data, technology, and innovative problem-solving.
Positive, proactive approach to problem-solving, customer service, and continuous improvement.
Must be authorized to work for any employer in the United States; the company cannot sponsor or take over employment visa sponsorship at this time.

Nice To Haves

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, and demonstrated interest in using technology to improve business processes and customer experience.

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 partner with Finance, Sales, and Service to resolve them.
Maintain supporting documentation and accurate data; meet invoice accuracy and error-rate KPIs while minimizing rework and discrepancies.
Identify trends in order-entry and invoicing errors and work with cross-functional teams 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, including accurate contract and equipment information.
Manage and monitor the department's shared mailbox and respond promptly and professionally to customer and internal inquiries.
Answer incoming customer and internal phone calls and provide assistance.
Handle order-status, invoicing, warranty, and service-related inquiries; escalate issues and coordinate resolutions with appropriate departments.
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 customer status updates 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.
Use technology and AI-enabled tools to identify and implement process improvements that increase efficiency, improve customer experience, and reduce manual effort.