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    Complaints Order management Specialist - San Diego, United States - MILLENNIUMSOFT

    MILLENNIUMSOFT
    MILLENNIUMSOFT San Diego, United States

    2 weeks ago

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    Description

    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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