Order Management (customer Service) Specialist

Order Management Specialist

The Order Management Specialist is responsible for facilitating the entire order processing cycle, ensuring efficient and timely shipment of orders, delivering exceptional customer service, and partnering with the shipping team to ensure accurate and prompt order fulfillment.

Responsibilities

• Provide exceptional customer service by promptly handling all inquiries related to customer orders via phone and email.
• Manage daily shipping reports and conduct end-of-day audits to verify accurate submission of customer orders.
• Respond to customer inquiries, including rush orders and order revisions, ensuring same-day resolution via preferred communication channels.
• Collaborate with the sales team to resolve order and shipping issues, providing timely solutions to customers.
• Maintain professional relationships with customers, partners, and vendors.
• Provide order status and tracking updates to leadership and customers as requested.
• Maintain a working knowledge of FDA 21 CFR 1271, FDA 21 CFR 820, AATB standards, ISO Standards, cGMP/CGTP, other relevant regulations/standards, and internal organizational policies and standard operating procedures.
• Maintain acceptable attendance and punctuality for scheduled work hours and meetings.
• Ensure completion of assigned tasks and responsibilities within defined timeframes.
• Maintain flexibility to work outside of normal business hours during weekdays or weekends, as necessary, to meet operational needs and ensure business continuity.
• Perform other duties as assigned.

Skills

• Strong interpersonal skills with the ability to handle high-pressure customer situations with professionalism.
• Proficient in Microsoft Office Suite or similar software, with the ability to quickly learn new systems.
• Strong attention to detail and ability to follow order management guidelines.
• Capability to work independently and collaboratively in a fast-paced environment.
• Familiarity with office equipment and the ability to adapt to dynamic changes.
• Excellent written and verbal communication.
• Highest level of ethics and integrity.
• Ability to lead and motivate the right behaviors.

Qualifications/Requirements

• High school diploma or equivalent required.
• At least 1-3 years of experience in customer service, order management, or related field.
• Clearance of favorable background investigation required.