Order Management Specialist

Danaher•Marlborough, MA

1d•Onsite

About The Position

The Order Management Specialist interacts with customers by phone and email to identify their needs and determine appropriate action. The role processes purchase orders, documents customer complaints, and responds to service needs concerning shipments, billing, and basic product inquiries. It is part of Cytiva’s Commercial Operations Customer Service Team, based in Marlborough, Massachusetts, and is an on-site position. The role reports to the Customer Service Manager. The specialist acts as a customer contact point, accurately reviews and enters data, and manages priorities under pressure. They review purchase orders, proposals, and sales agreements, and provide customer-related reports to management, sales, and customers as needed. They research customer concerns and inquiries with urgency and accuracy, use an investigative approach to resolve atypical or infrequent problems, complete assigned work on schedule and to a high standard, and collaborate with teammates to achieve shared targets.

Requirements

High school diploma or GED.
At least 1 year of related work experience, including data-entry skills to review and input data quickly and accurately.
At least 2 years of customer service experience.
Excellent written and verbal communication skills and a professional demeanor.
Demonstrated computer proficiency.
Ability to follow and adhere to procedural guidelines.
Aptitude for interpreting customer inquiries and problems.

Nice To Haves

Experience with Oracle or a similar ERP system.
Experience with Salesforce.
Experience with MS Office.

Responsibilities

Act as a focal point for customers via email and phone.
Review and enter data quickly and accurately while managing priorities under pressure.
Review and comprehend purchase orders, proposals, and sales agreements.
Provide customer-related reports to management, sales, and customers as needed or required.
Respond to and research customer concerns and inquiries with urgency and accuracy.
Use an investigative approach to solve problems and provide solutions in atypical or infrequently occurring situations.
Complete tasks assigned by the manager diligently, on schedule, and to a high standard.
Work with team members to achieve daily, weekly, and monthly targets and share responsibility for team outcomes.
Process purchase orders, document customer complaints, and respond to customer service needs involving shipments, billing, and basic product inquiries.