Service Order Management Specialist - Columbia, MD

VetJobs•Columbia, MD

11d•Onsite

About The Position

The Service Order Management Specialist (Service OMS) plays a key role in managing the flow of service orders within the repair and calibration depot. This position is responsible for processing service requests, coordinating with internal teams, and ensuring clear communication with customers throughout the service lifecycle. The Service OMS level 1 ensures accurate and timely handling of service orders while supporting operational efficiency and customer satisfaction. This entry-level role requires strong organizational skills, attention to detail, and effective communication to facilitate smooth service operations.

Requirements

High school diploma or equivalent required.
1–2 years of customer service, logistics, or administrative experience.
Basic proficiency with Microsoft Office Suite (Excel, Word, Outlook).

Nice To Haves

Associate degree in business administration, logistics, or related field preferred.
Familiarity with managing basic service orders or related tasks is an advantage.
Experience with ERP or CRM systems (SAP, C4C) is a plus.

Responsibilities

Receive, review, and process customer service orders for calibration, repair, and maintenance.
Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
Assign and route service orders to appropriate technicians and departments.
Provide timely updates to customers regarding the status of their service orders.
Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
Troubleshoot order-related issues and follow up with customers to keep them informed.
Ensure customer satisfaction through timely, accurate, and professional communication.
Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
Provide feedback to engineering and product teams regarding recurring service issues.
Assist in training new team members on service order management (SOM) processes and tools.
Foster a collaborative environment by supporting team initiatives and process improvements.
Identify issues, analyze information, and implement effective solutions to resolve order-related challenges.
Proactively address service bottlenecks and collaborate with relevant teams to find resolutions.
Adjust workflows and processes as needed to meet evolving business and customer needs.
Manage changing priorities and maintain efficiency in a dynamic, fast-paced environment.
Adapt to new processes, tools, and customer requirements to ensure operational excellence.