Order Management Specialist

About Company

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products.

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. In addition, the Customer Account Specialist effectively interacts with internal customers, including but not limited to sales and supporting functional teams. 
 
The Order Management Specialist (Customer Account Specialist) provides ongoing and proactive support to all Sales team members, with a goal of creating a positive and productive customer experience. 

• We are looking for you, if you have the ability to: 
• Provide world-class customer experience. 
• Cohesively work with a dynamic team who share a common goal of building teamwork. 
• Find satisfaction in transacting a high volume of orders to meet customer needs. 
• Enter orders via phone directly from customers. 
• Work in a fast-paced call center environment. 

Responsibilities:

• Process all customer orders through the SAP system, which are received via email or phone. Orders include both soft goods and capital equipment, which must be processed accurately and in line with product pricing & delivery expectations.
• Run a variety of open order reports, according to department procedures, on a daily basis. This includes: orders on hold, backorders, orders on delivery or billing blocks, etc. to ensure orders are reviewed and transact correctly.
• Collaborate with Operations and Shipping departments to review open orders that have not shipped and determine next steps where appropriate.
• 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 to ensure a positive and productive customer experience; develop and maintain positive customer relations.
• Research status of order placement and relay information to customer as needed.
• Participate in continuous process improvements by providing input and descriptive, yet concise, documentation for the department’s processes; assist in developing process documentation and keeping it updated to ensure optimal efficiencies are reached within and across teams.
• Resolve product issues by clarifying the customer’s questions and/or concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting to resolve the issue; following up to ensure resolution.
• Ensure escalated customer-related issues are addressed quickly and as positively as possible, communicate and consult with management to ensure the issues have been addressed appropriately should follow up be necessary.
• Support various product audits and audit resolution actions.
• May be assigned to specific projects by management.
• Responsible for cleanliness, organization, and overall Sales Operation Department appearance.
• Analyze problems and formulate plans resulting in quick resolve while maintaining a high degree of quality. Make sound and logical decisions and choose the appropriate course of action based on the parameters of the situation at hand and to use continual improvement problem solving skills.
• Create an ongoing effort to improve the Company and the Sales Operations Department through personal action and by contributing ideas to support both the Department and Company’s ongoing improvement efforts.
• Understand, follow and support Mizuho OSI’s internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).

Qualifications & Requirements:

• Requires a minimum of 5 years of progressively responsible customer experience or equivalent combination of education and experience.

• Bachelor's degree in Business or equivalent combination of education and experience.

• 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 the English language using good grammar, vocabulary, and voice inflection; must have a pleasant demeanor and clear telephone speaking voice. 
• Ability to communicate effectively with employees, customers, and other business contacts in a courteous and professional manner. 
• Ability to use Microsoft products such as Outlook and Word. 
• Working knowledge of ERP system for order entry. 
• SAP experience is 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 on customer requests or concerns. 
• Knowledge of medical device or capital equipment orders is a plus. 
• Ability to function calmly in a fast-paced environment managing multiple priorities simultaneously. Ability to positively manage situations of a dynamic nature; to be able to modify plans, actions, and decisions in light of changing situations and circumstances while still meeting, or proposing modified, deadlines. 
• Ability to clearly and effectively express oneself through written means, to properly use such technical factors as grammar, punctuation, vocabulary, and correct spelling. To be able to prepare business letters, memorandums and reports. 
• Ability to perform basic arithmetic functions, create and reconcile reports, demonstrate strong analytical skills, and attention to detail. 
• Ability to demonstrate an understanding, and the regular use of a time management process, which systematically structures one’s own work to provide for effective task performance and to plan and prioritize items to meet future demands. 
• Ability to establish and accomplish goals independently and to function as a positive and productive team member. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

NOTE: This job description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Employees will be required to follow any other job-related instructions and to perform any other job-related duties/functions requested by their supervisor.

Salary Range: $22/hr- $46/hr + potential annual bonus + comprehensive benefits package