Order Management Specialist

Mizuho OSI•Nashville, TN

5d•$22 - $33•Remote

About The Position

Mizuho OSI is a leader in specialty surgery and patient positioning, offering specialty surgical tables for spine and orthopedic procedures, as well as disposable and reusable surgical patient care products. The Order Management Specialist, also referred to as a Customer Account Specialist, provides order management and customer support to domestic and international customers. The role handles order processing, consignment transactions, and post-sales activities, and works with Sales and other internal teams to support a positive customer experience. The position involves processing a high volume of orders in a fast-paced call center environment and proactively supporting Sales team members. This is described as a fully remote opportunity for candidates who reside in the United States. The posting also lists separate pay ranges for the San Francisco Bay Area and states that those employees must work fully onsite. The stated hours are 8:00 a.m. to 4:30 p.m. Pacific Standard Time.

Requirements

Four to six years of related experience.
Experience with SAP or a top-tier ERP system.
High school diploma or an equivalent combination of education and experience.
Ability to communicate verbally in English with clear grammar, vocabulary, and voice inflection, and to maintain a pleasant demeanor and clear telephone voice.
Ability to communicate courteously and professionally with employees, customers, and other business contacts.
Ability to use Microsoft products such as Outlook and Word.
Working knowledge of an ERP system for order entry.
Strong customer-service focus and ability to problem-solve and follow through on customer requests or concerns.
Ability to remain calm in a fast-paced environment while managing multiple priorities and adapting plans and decisions to changing circumstances.
Ability to communicate effectively in writing and prepare business letters, memorandums, and reports using correct grammar, punctuation, vocabulary, and spelling.
Ability to perform basic arithmetic, create and reconcile reports, and demonstrate analytical skills and attention to detail.
Ability to use time management to structure work, prioritize tasks, and meet future demands.
Ability to establish and accomplish goals independently and contribute positively as a team member.

Nice To Haves

SAP experience in a customer service or call center environment.
Typing speed of at least 50 words per minute.
Knowledge of medical device or capital equipment orders.

Responsibilities

Process customer orders received by email or phone through SAP, ensuring accuracy and alignment with product pricing and delivery expectations.
Run daily open-order reports, including reports on orders on hold, backorders, and delivery or billing blocks, and review orders to ensure they are transacted correctly.
Collaborate with Operations and Shipping to review open orders that have not shipped and determine appropriate next steps.
Process consignment and demo inventory transaction requests for physical or virtual product movement.
Serve as a main contact for key customer communications and develop and maintain positive customer relationships.
Research order placement status and relay updates to customers as needed.
Contribute to continuous process improvement by providing input and concise process documentation, helping develop documentation, and keeping it updated.
Resolve product issues by clarifying customer concerns, determining causes, selecting and explaining solutions, expediting resolution, and following up.
Address escalated customer issues promptly and positively, consulting with management as appropriate.
Support product audits and audit-resolution actions.
Complete projects assigned by management.
Maintain the cleanliness, organization, and appearance of the Sales Operations Department.
Analyze problems, formulate plans, make sound decisions, and apply continual-improvement problem-solving skills.
Contribute ideas and personal effort to ongoing improvement of the Company and Sales Operations Department.
Understand, follow, and support internal Quality System policies, procedures, and work instructions, including applicable external regulations and standards.