Order Management Specialist

Job Summary

The Order Management Specialist (Customer Account Specialist) is responsible for providing a high level of order management and customer support to Mizuho OSI customers. This position will handle a variety of order management, consignment and post-sales activities for both domestic and international customers. In addition, the Customer Account Specialist effectively interacts with internal customers, including but not limited to sales and supporting functional teams.

Responsibilities

• Process all customer orders through the SAP system, received via email or phone, including soft goods and capital equipment
• Run a variety of open order reports daily, including orders on hold, backorders, and orders on delivery or billing blocks
• Collaborate with Operations and Shipping departments to review open orders that have not shipped and determine next steps
• Process consignment/demo inventory transaction requests for physical and/or virtual product movement
• Serve as main contact on key customer communication and deliver superior service
• Research status of order placement and relay information to customer as needed
• Participate in continuous process improvements and assist in developing process documentation
• Resolve product issues by clarifying customer questions, determining cause, selecting and explaining solutions, and following up
• Ensure escalated customer-related issues are addressed quickly and consult with management as needed
• Support various product audits and audit resolution actions
• May be assigned to specific projects by management
• Analyze problems and formulate plans resulting in quick resolve while maintaining quality
• Understand, follow and support Mizuho OSI's internal Quality System policies, procedures and work instructions including 21 CFR Part 820

Qualifications & Requirements

• Requires 4-6 years of related experience
• Experience with SAP or top tier ERP system
• HS diploma, or equivalent combination of education and experience
• Ability to clearly express oneself verbally in English with good grammar, vocabulary, and voice inflection
• Ability to communicate effectively with employees, customers, and other business contacts
• Ability to use Microsoft products such as Outlook and Word
• Working knowledge of ERP system for order entry
• SAP experience preferred within a Customer Service/Call Center environment
• Able to type a minimum of 50 wpm preferred
• Strong customer service focus; ability to problem solve and follow through
• Knowledge of medical device or capital equipment orders is a plus
• Ability to function calmly in a fast-paced environment managing multiple priorities
• Ability to manage situations of a dynamic nature and modify plans as needed
• Ability to clearly and effectively express oneself through written means
• Ability to perform basic arithmetic functions, create and reconcile reports, demonstrate strong analytical skills and attention to detail
• Ability to use a time management process to structure work and prioritize items
• Ability to establish and accomplish goals independently and function as a positive team member