Order Management Specialist

The Order Management Specialist (OMS) serves as a key liaison between the sales team, customers, and internal stakeholders for a medical device company that makes life-saving products for the treatment of stroke. This role primarily receives electronic orders from hospital customers and accurately enters those orders in ERP to ensure accurate, same-day fulfillment for overnight shipping and then invoicing. This role supports traditional medical device orders (i.e. ship and bill, bill-only and consignment) and credit transactions and is the subject matter expert for commercial-related ERP management, including alignment relationships between customers, territories and sales representatives.

The ideal candidate is a self-starter with minimal supervision who thrives in a fast-paced environment involving routine transactions, as well as problem-solving business transactions with layered complexity. The OMS plays a pivotal role in maintaining operational excellence, fostering trust with field teams and customers, and upholding the company’s commitment to quality and service.

Essential Functions:

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

Communication and Relationship Management with Field Sales Personnel

·      Act as the primary point of contact for field sales personnel, sales management and customers delivering timely, professional, and solutions-oriented communication.

·      Build and nurture collaborative, reliable and trusting relationships with field sales personnel

·      Proactively update on order status, product availability, and issue resolution to maintain transparency and trust.

Customer Order Management

·      Accurately and efficiently interpret and process incoming customer orders (e.g. email, GHX, phone, etc.) while ensuring adherence to standard operating procedures and regulatory guidelines.

·      Confirm order details with customers, set clear delivery expectations, and collaborate with logistics teams to ensure timely product shipment and delivery.

·      Identify and resolve order-related issues promptly to ensure customer satisfaction and operational efficiency.

ERP Ownership

·      Manage and maintain transactions in the Priority ERP system, ensuring data accuracy and consistency across orders, returns, and other processes.

·      Monitor and update order statuses, troubleshoot discrepancies, and provide field teams with ERP support and guidance.

·      Lead user support and training for Priority Mobile ERP

·      Work collaboratively with IT and operational teams to improve system workflows and resolve technical challenges.

Invoicing and Billing Support

·      Generate, review, and validate invoices to ensure accuracy in billing details, pricing, and applied discounts.

·      Collaborate with accounting and sales teams to resolve discrepancies and ensure timely resolution of billing inquiries.

·      Serve as a knowledgeable resource for customers regarding invoice-related questions, payments, and credit processing.

Performance Measures:

• Same-day order processing in near-real time
• 100% accuracy with customer order processing and invoicing
• 24-hour response time to field sales personnel

Supervisory Responsibilities:

Not Applicable: This role does not include direct supervisory responsibilities but requires proactive collaboration with cross-functional teams to support shared objectives.

Requirements:

Required Education & Experience:

• High school diploma or equivalent required; a bachelor’s degree is preferred, or relevant work experience may be considered in lieu of a degree.
• Minimum 2 years in a business-to-business customer service role,
• Minimum 2 years ERP order management (e.g. Priority Mobile, SAP, Oracle, etc.)
• Expertise in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Exceptional interpersonal skills for building and maintaining relationships with customers, sales leadership, and cross-functional business partners.
• Strong written, verbal, and listening communication skills to ensure clarity and effectiveness.
• Demonstrated ability to think critically, analyze processes, and solve problems efficiently.

Preferred Education and Experience

• Previous customer service experience in life sciences or software
• Priority ERP systems, including data entry, transaction management, and troubleshooting.
• A bachelor’s degree in a relevant field, such as business administration, healthcare management, or a related discipline, is highly preferred.

Physical Demands & Required Travel: 

• Moving about to accomplish tasks or moving from one worksite to another.
• Light work that includes moving objects up to 35 pounds.
• Sedentary work that primarily involves sitting/standing.
• Communicating with others to exchange information.
• Manual dexterity and coordination and usage of technology.
• Operating motor vehicles.
• Limited (1-2 trips per year) to no travel
• Eligible for a hybrid work arrangement following a successful trial period, with regular in-office presence for meetings and office management60-80% of the time.