Customer Service Order Management Specialist

Purpose
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