Order Management Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional order management and customer support to Mizuho OSI clients.

• Manage order processing, consignment, and post-sales operations for both domestic and international clientele.

• Coordinate with sales and relevant functional teams.

• Provide continuous and proactive assistance to Sales team members.

• Process customer orders received via email or phone through SAP.

• Accurately handle soft goods and capital equipment orders in accordance with pricing and delivery expectations.

• Generate daily open order reports, including those on hold, backorders, and any delivery or billing blocks.

• Collaborate with Operations and Shipping to review unshipped open orders and decide on subsequent actions.

• Process requests for consignment/demo inventory transactions for both physical and virtual product movements.

• Act as the primary point of contact for important customer communications and ensure superior service delivery.

• Foster and sustain positive relationships with customers.

• Investigate order placement statuses and communicate findings to customers.

• Engage in ongoing process improvements and provide clear process documentation.

• Assist in creating and revising departmental process documentation.

• Resolve product-related issues by clarifying concerns, identifying causes, selecting and explaining solutions, expediting resolutions, and providing follow-up.

• Escalate customer-related issues as necessary and consult with management.

• Support product audits and actions related to audit resolutions.

• Complete projects assigned by management.

• Maintain the cleanliness, organization, and overall appearance of the Sales Operations Department.

• Analyze problems and devise plans for rapid, high-quality resolutions.

• Contribute ideas and individual actions to enhance the Company and the Sales Operations Department.

• Adhere to Mizuho OSI's quality policies, procedures, work instructions, external regulations, and relevant International Standards.

⛳️ Requirements

• 4-6 years of relevant experience.

• Familiarity with SAP or a leading ERP system.

• High school diploma or an equivalent combination of education and experience.

• Strong verbal communication skills in English, utilizing proper grammar, vocabulary, and voice modulation.

• Friendly demeanor and clear speaking voice on the phone.

• Effective communication skills with employees, customers, and other business contacts in a courteous and professional manner.

• Proficiency with Microsoft products such as Outlook and Word.

• Basic understanding of an ERP system for order entry.

• SAP experience preferred in a Customer Service/Call Center setting.

• Typing speed of at least 50 wpm preferred.

• Strong focus on customer service.

• Ability to resolve problems and follow through with customer requests or concerns.

• Knowledge of medical device or capital equipment orders is advantageous.

• Capacity to remain calm in a fast-paced environment while managing multiple priorities simultaneously.

• Capability to effectively manage dynamic situations and adjust plans, actions, and decisions as circumstances evolve.

• Strong written communication skills.

• Proficiency in grammar, punctuation, vocabulary, and correct spelling.

• Ability to draft business letters, memorandums, and reports.

• Competence in performing basic arithmetic functions.

• Ability to create and reconcile reports.

• Strong analytical skills and attention to detail.

• Understanding and consistent application of time management processes.

• Ability to set and achieve goals independently.

• Ability to work effectively as a positive and productive team member.

• Must be a resident of the US.

• Compliance with Mizuho OSI internal Quality System policies, procedures, work instructions, applicable 21 CFR Part 820 Quality System Regulations, and relevant International Standards is required.

• Subject to criminal conviction background checks and drug screening; additional checks may be required based on the position.

🏝️ Benefits

• Potential for an annual bonus.

• Comprehensive benefits package.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Life insurance coverage.

• 401k plan with matching contributions.

• Educational assistance opportunities.

• Equal employment opportunity employer.

• Support for returning Service Members, military spouses, Veterans, and wounded warriors throughout the employment process.

• Application assistance for individuals with disabilities and disabled Veterans.