Job Description

Order Support Specialists provide an exceptional customer experience focused on fulfillment of reagents, accessories, services, instruments and other Sebia product solutions. Specialists manage product order and return requests to ensure customer satisfaction from initial communication through receipt of product. Specialists multitask and prioritize based on changing customer and business needs. They obtain, analyze, and verify the accuracy of order information, process the order in a timely manner, and manage orders to resolution. Order Support Specialists are the direct link between our customers, distribution, commercial, and service teams.

Responsibilities

• Efficiently and accurately process in the ERP system all customer orders for reagents, accessories, consumables, instruments (sales and loans), parts, service contracts, Return Goods Authorization (RGA), and no charge requests received via email, facsimile, EDI, US mail, etc., according to company procedures.
• Answer support calls and coordinate with the rest of the Customer Solutions team to provide a high-quality response to our customer’s needs.
• Provide timely, friendly, and empathetic assistance to customers and other employees with questions and issues related to orders, invoices, contracts, and billing, seeking help and researching solutions as necessary.
• Ensure the accuracy of orders and invoices through clarification of needs, and verification of item, price, incoterms, tax, lot numbers, contract status, and billing information.
• Manage orders and requests through resolution, including following up on delayed orders, reviewing and correcting discrepancies, and resolving or escalating issues as appropriate.
• Help maintain accuracy and integrity of data in the ERP and CRM systems.
• Generate, document, deliver, track, file, and report orders, inventory, invoices, forms, and other related information as necessary.
• Communicate order information and status to key stakeholders, and provide timely feedback on high-value, critical, and newly installed accounts, as appropriate.
• Develop and continuously improve competence and compliance, knowledge of company products and procedures, and customer interaction skills.
• Collaborate with team members and colleagues to share knowledge, solve problems, brainstorm ideas, and support the team mission and vision.
• Participate in investigations or special projects as needed and assist with the fulfillment of orders where necessary.

Relevant Knowledge & Skills

• Bachelor’s Degree preferred
• Proficiency in Microsoft Office (Excel, Word) and order management modules of ERP systems
• Effective customer service skills, including stress management, leadership, negotiation, persuasion and conflict resolution skills.

Physical Requirements

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: While performing the duties of this job, employee is occasionally required to stand, walk, kneel, sit, and use hands to handle objects and tools; reach with hands and arms, talk and hear. Employee must occasionally lift and/or move light to moderate weight (up to 50 pounds), and climb and balance on ladders. Specific vision abilities required by the job include close vision and the ability to adjust focus. Occasional work in refrigerated temperatures.

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