Sales Operations Order Management Specialist II

Description

Members of this team act as the single point of contact to address questions and requests from customers and internal partners in support of order processing. From the receipt of the customer PO to managing the details of shipment and delivery, customer invoicing, and ensuring our Service team is ready to begin installation, we are the central hub of communication for Customers, Sales, Factory, Finance, Legal, Trade Compliance, Logistics, and Service.

What You Will Do

Order Management

• Independently manage complex customer orders by supporting Account managers with updates in CRM (Microsoft Dynamics 365), including changes to reservations, requested delivery dates, and configuring component part numbers.
• Ensure accurate order execution and compliance with customer requirements and company policies.
• Work with Customers and Account Managers for new Customer Set Up.
• Upon receipt of Purchase Order, review and clarify all aspects of a transaction in close cooperation with Sales, Agents, Finance, Legal and other relevant teams.
• Ensure PO and Thermo Fisher's last Proposal match and initiate corrective actions when applicable to ensure booking policies are met.
• Own the accuracy of order information upon PO receipt to ensure that Factory Order Desks are informed in time to meet requested shipping dates.
• Manage day-to-day internal/external customer inquiries proactively and in a timely manner.
• Anticipate operational risks and drive issues to resolution while keeping all stakeholders involved.
• Ensure GCO-R reporting standards are completed and followed through within requested timescales and ensure customer records and archives are up-to-date and aligned with GCO-R policy and available for review by internal/external auditors.
• Build and maintain all relevant order data in systems/tools (CRM; QAD; Cora Sequence).
• Support accurate revenue recognition by proactively monitoring order progression and invoicing shipment milestones.
• Work with Product groups to ensure correct creation and acceptance of Non Standard Requests (NSR's); (Local) External Technologies (X-Tech) Requests and resolve configuration issues.
• Collaborate with Accounts Receivable to resolve billing discrepancies and customer credit issues.
• Process invoicing activities, credit/rebill requests, manual invoices, intercompany transactions, and portal requirements.
• Take an active role during project assignments and act as back-up for other team members on the Sales Operations.
• Ensure SOX, Legal and ISO compliance; cooperate with any internal/external audit requests.

Shipping/Logistics

• Work with customers and relevant stakeholders to communicate shipping dates and coordinate deliveries to customer sites in alignment with order requirements.
• Manage shipping documentation and changes to Commercial Invoices, Letters of Credit, insurance documentation, and country-specific import requirements.
• Coordinate with our factory export team and carriers all logistics activities including backorders, return, customs requirements, and damage claim resolution.
• Work with customers and internal stakeholders to resolve customs import delays/issues to ensure timely delivery of shipments.
• Ensure compliance with corporate trade, legal and governmental regulations.

Requirements

Education and Experience

• Bachelor's degree in business, Supply Chain, Operations, Logistics or related field, or equivalent combination of education and experience.
• 5 plus years of experience in Commercial Operations, Order Management, Logistics, Supply Chain, or related business operations.
• Expertise with both international and domestic shipments and orders for US, Canada and LATAM is required.
• Professional proficiency in English is required; proficiency in Spanish and or Portuguese is a plus.

Knowledge, Skills and Abilities

• Demonstrated ownership, accountability, and commitment to delivering results.
• Highly organized with exceptional attention to detail and the ability to successfully manage multiple competing priorities.
• Comfortable navigating ambiguity and adapting quickly to changing business needs.
• Strong critical thinking and sound judgment with the confidence to independently resolve complex issues.
• Strong project management capabilities and attention to detail with proactive follow through.
• Excellent analytical and quantitative skills with ability to synthesize complex data and work on problems of moderate scope.
• Customer-focused with outstanding communication skills and the ability to build trusted relationships across global teams.
• Continuous improvement mindset with a passion for simplifying processes and improving customer experience.
• Strong business understanding and knowledge of contract terms/processes.
• Intermediate to advanced knowledge of international shipping requirements, Incoterms, customs documentation, and trade compliance regulations.
• Advanced proficiency in Microsoft Excel, PowerPoint and data analysis tools.
• Strong knowledge of CRM systems (e.g. Salesforce, Microsoft Dynamics, QAD) and ERP platforms is highly desirable.
• Demonstrated ability to analyze situations, review a variety of factors, and use judgement within existing procedures to determine appropriate action.
• Clear written and verbal communication abilities.
• Able to work closely with teams across the Americas region, Europe, APAC, and LATAM.
• Experience working with cross-functional teams across multiple time zones.
• Self-directed with ability to work independently and as part of a team.
• Professional approach and demonstrated ability to build relationships with stakeholders.