Order Management Specialist

Description 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 management 60-80% of the time.