About the Role
Customer Order Specialist III
Your Remote US Home Office
Sales & Customer Support Customer And Field Support Operations /
External
/ Remote
The Customer Order Specialist III is responsible for processing hospital purchase orders received from the US and Canada regions, ensuring timely and accurate order fulfillment, primarily responsible for resolving order and shipment discrepancies, and answering customer inquiries in a timely manner.
What You’ll Work On
Ensure timely responses to general inquiries received from customers via email whilst providing thorough solutions communicated in a professional manner. *
Troubleshoot escalated EDI orders and work alongside COS Supervisor to ensure order completion. *
Work closely with COS Supervisor to complete assigned tasks and training. *
Review hospital purchase orders received via EDI, ensuring all required information is accurate for release and shipment. *
Answer incoming calls, maintaining a respectful and helpful demeanor and providing clear and concise responses to inquiries from internal and external customers. *
Primary contact for communication with Logistics on daily orders where updates are needed from CFSO team.
Collaborate with internal departments (Shipping, Planning, Marketing, Finance, etc.) to research and resolve shipment discrepancies. *
Direct communication with customers for resolution to open issues related to order processing, as required. *
Communicate order status updates, discrepancy resolutions, etc. with customers and sales team. *
Back-up for all standard order processing of POs submitted via e-mail, e-fax, and phone
Miscellaneous administrative duties (i.e., filing, scanning, archiving, etc.). *
File customer complaints in accordance with complaint handling procedures.
Log metrics data for quality purposes. *
Work company holidays as business needs necessitate. *
Adhere to the Companys Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures. *
Understand relevant security, privacy and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company. *
Ensure other members of the department follow the QMS, regulations, standards, and procedures. * 2 of 3
Perform other work-related duties as assigned. *Indicates an essential function of the role
What You Contribute
High school diploma or GED with 1+ year of customer service experience, preferably in a medical device, pharmaceutical or comparable regulated environment, or an equivalent combination of education and experience
Strong oral, written and interpersonal communication skills required
All members of the Customer and Field Support Operations team will be provided with standard on the job training. You must be able to independently and proficiently process the basic foundational tasks in our ERP’s production environment and meet accuracy and productivity objectives established by business needs within 60 days of starting the role.
Competence with Microsoft Office (Word, Excel, Power Point); SAP experience desirable
Keen attention to detail and the ability to manage multiple tasks and deadlines are also required Working Conditions
Working Conditions
Requires some lifting and moving of up to 25 pounds.
Must be able to move between buildings and floors.
Must be able to remain stationary and use a computer or other standard office equipment, such as a printer or copy machine, for an extensive period of time each day.
Must be able to read, prepare emails, and produce documents and spreadsheets.
Must be able to move within the office and access file cabinets or supplies, as needed.
Must be able to communicate and exchange accurate information with employees at all levels on a daily basis.