Complaints Order management Specialist

4 weeks ago

San Diego, United States MILLENNIUMSOFT Full time

Position : Complaints Order management Specialist (Must ERP, SAP &Order Management)

Location : San Diego, CA

Duration : 6 Months contract

Total Hours/week : 40.00

1st Shift

Client: Medical Devices Company

Job Category: Healthcare

Level Of Experience: Mid-Level

Employment Type: Contract on W2 (Need US Citizens Or GC Holders Only)

Note:

  • College degree
  • Candidates must have high attention to detail, clear communication both written and verbal. Looking for exp within similar industry, order management, ERP systems exp such as SAP.

3 Must haves:

  • Positive attitude & team player
  • SAP experience would be preferred
  • Order management background

Job Description:

  • This role is responsible for interacting directly with our customers and various internal functional groups in the creation of Quotes and Sales Orders.
  • Primary responsibilities include supporting the instrument program as the liaison between the customer and the business, with focus on product quoting, order placement and overall account management.
  • This role gathers customer requirements and specifications for capital equipment, instruments and/or make-to-order product configurations and pricing, to be used in creating quotes and sales orders, and will act as the liaison between the customer and program/technical experts as needed.
  • This role maintains technical accuracy and completeness of quote and order management processes, utilizing various software applications and business tools.
  • Direct customer contact via telephone and e-mail are a key part of the job. Attention to detail, order accuracy, compliance with department standards, and excellent time management skills are required.
  • Must be able to work independently with minimal supervision and be capable of suggesting process improvements to ensure internal efficiencies are realized and maintain a high level of customer satisfaction. Additional projects may be assigned which are relatively complex in nature where sound judgment and product specific knowledge is required.

Duties And Responsibilities:

  • Daily coordination of all customer-facing activities related to instruments quote and order management, including follow-up and resolution, as well as maintaining detailed records of communications and transactions.
  • Communicates with external customers via phone, fax and email.
  • Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning and other functional groups to drive the process from quote to order fulfillment.
  • Responds accurately to customer and internal client personnel inquiries, providing pricing, availability, terms and conditions, and other product and order related information.
  • Reviews instrument quote requests and prepares quotations, ensuring accuracy and configuration compatibility to allow for successful creation of corresponding sales orders.
  • Ensures customer and material master data are accurate and complete, and appropriate discounts have been applied on instrument and/or custom reagent quotes and orders.
  • Ensures appropriate approvals and documentations are present before completing transactions.
  • Responsible for documenting, managing, and tracking customer interactions using SAP and SalesForce.
  • Responsible for communicating maintenance service terms and conditions to service contract coordinator to ensure timely creation of maintenance service agreements, enabling entitlement for onsite service of the instrument.
  • Supports the Credit/Collections group to resolve billing disputes, credit holds, and credit card authorizations.
  • Performs other related duties and assignments as required.

Desired Skills And Experience:

  • Experience with SAP or similar ERP system is highly preferred
  • Experience with SalesForce or similar CRM system preferred
  • Demonstrated proficiency in MS Word, MS Excel, and email systems is required
  • Proactive self-starter that drives for results
  • Ability to thrive in a fast-paced and sometimes high-pressure environment
  • Customer Advocate with ability to foster and maintain relationships
  • Excellent verbal and written communication skills
  • Working knowledge of capital equipment order management process
  • Able to troubleshoot problems and resolve customer complaints
  • Effective organization, planning and time management skills are required

Education And Experience:

  • 3 - 5 years of customer service experience, BA/BS degree preferred
  • Prior experience in a biotechnology or manufacturing environment is preferred

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