Order Management Specialist

About Nova Biomedical

Nova Biomedical represents the integration of Advanced Instruments and Nova Biomedical under one global brand, dedicated to accelerating innovation and delivering exceptional service within the biopharmaceutical and clinical markets. Headquartered in Massachusetts with a team of nearly 2,000 employees worldwide, the company emphasizes scientific excellence and customer-centric values to advance patient care and scientific discovery.

Job Overview

This role entails handling and overseeing the complete lifecycle of customer orders and returns (RMAs), providing reliable delivery updates, managing credit requests, and creating new shipping accounts for customers. The specialist will interact with customers through various communication channels including phone and email, ensuring their needs are met with professionalism and accuracy.

Key Responsibilities

• Engage with customers via phone, email, and other communication means maintaining a customer-focused perspective.
• Process customer orders end-to-end within SAP, EDI, and Esker systems, taking full ownership of the order management cycle.
• Provide timely information about backlogs and order statuses to customers.
• Achieve individual and team performance goals and KPIs.
• Offer customers detailed information on products, pricing, and availability.
• Handle credit card transactions smoothly and securely.
• Respond to and fulfill price quote requests.
• Create and manage new customer shipping accounts using SAP.
• Resolve customer issues efficiently by collaborating with internal teams.
• Work closely with the warehouse to expedite shipments, reduce backorders, and update customers on order progress.
• Coordinate with the finance team to address and resolve billing concerns.
• Partner with global services team members for assistance on part numbers, technical challenges, and product returns.

Qualifications and Experience

• Strong verbal and written communication skills in English.
• Proficiency with computers and familiarity with Microsoft Office suite.
• Experience working with SAP or Esker is advantageous.

Physical and Work Environment

The position requires the ability to sit or stand at a workstation and operate a computer throughout the workday.

Working Hours and Location

Work is based onsite at the Lexington Road facility in Billerica, MA, operating Monday through Friday from 8:30 AM to 5:00 PM.

Compensation and Benefits

The target hourly salary is $26; actual pay may vary depending on factors such as experience, skills, and education. Nova Biomedical offers a comprehensive benefits package including medical, dental, and vision plans, a competitive 401(k) match, bonus programs, generous paid time off and holidays, tuition reimbursement, flexible work arrangements, and access to on-site cafeterias and marketplaces.

Equal Opportunity Commitment

Nova Biomedical is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Employment decisions are made without regard to race, religion, gender identity, sexual orientation, disability, or other protected characteristics.