Order Management Specialist (Temp Position)

**Temporary position**

POSITION OVERVIEW
The Order Management Specialist (Customer Account Specialist) is responsible for providing a high level of order management and customer support to Mizuho OSI customers. This position will handle a variety of order management, consignment and post-sales activities. In addition, the Customer Account Specialist effectively interacts with internal customers, including but not limited to sales and supporting functional teams.

The Order Management Specialist (Customer Account Specialist) provides ongoing and proactive support to all Sales team members, with a goal of creating a positive and productive customer experience.

We are looking for you, if you have the ability to:

• Find satisfaction in transacting a high volume of orders to meet customer needs.
• Cohesively work with a dynamic team who share a common goal of building teamwork.
• Work in a fast-paced call center environment.
• Provide world-class customer experience.
• Enter orders via phone directly from customers.

Here is what you will do day-to-day

• Serve as main contact on key customer communication and deliver superior service to ensure a positive and productive customer experience; develop and maintain positive customer relations.
• Process all customer orders through the SAP system, which are received via email or phone. Orders include both soft goods and capital equipment, which must be processed accurately and in line with product pricing & delivery expectations.
• Process consignment/demo inventory transaction requests for physical and/or virtual product movement.
• Ensure escalated customer related issues are addressed quickly and as positively as possible, communicate and consult with management to ensure the issues have been addressed appropriately should follow up be necessary.
• Understand, follow and support Mizuho OSI’s internal Quality System policies, procedures and work instructions including but not limited to applicable external regulations (21 Code of Federal Regulations Part 820 Quality System Regulations and applicable International Standards).
• Participate in continuous process improvements by providing input and descriptive, yet concise, documentation for the department’s processes; assist in developing process documentation and keeping it updated to ensure optimal efficiencies are reached within and across teams.
• Create an ongoing effort to improve the Company and the Sales Operations Department through personal action and by contributing ideas to support both the Department and Company’s ongoing improvement efforts.
• Analyze problems and formulate plans resulting in quick resolve while maintaining a high degree of quality. Make sound and logical decisions and choose the appropriate course of action based on the parameters of the situation at hand and to use continual improvement problem solving skills.
• Resolve product issues by clarifying the customer’s questions and/or concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting to resolve the issue; following up to ensure resolution.
• May be assigned to specific projects by management.
• Run a variety of open order reports, according to department procedures, on a daily basis. This includes: orders on hold, backorders, orders on delivery or billing blocks, etc. to ensure orders are reviewed and transact correctly.
• Research status of order placement and relay information to customer as needed.
• Responsible for cleanliness, organization, and overall Sales Operation Department appearance.
• Collaborate with Operations and Shipping departments to review open orders that have not shipped and determine next steps where appropriate.
• Support various product audits and audit resolution actions.

Requirements

What you will need to be successful in this role:

• Able to type a minimum of 50 wpm preferred.
• Ability to use Microsoft products such as Outlook and Word.
• Ability to clearly express oneself verbally in the English language using good grammar, vocabulary, and voice inflection; must have a pleasant demeanor and clear telephone speaking voice.
• Working knowledge of ERP system for order entry.
• Ability to demonstrate an understanding, and the regular use of a time management process, which systematically structures one’s own work to provide for effective task performance and to plan and prioritize items to meet future demands.
• Knowledge of medical device or capital equipment orders is a plus.
• Ability to clearly and effectively express oneself through written means, to properly use such technical factors as grammar, punctuation, vocabulary, and correct spelling. To be able to prepare business letters, memorandums and reports.
• Ability to establish and accomplish goals independently and to function as a positive and productive team member.
• SAP experience is preferred within a Customer Service/Call Center environment.
• Ability to perform basic arithmetic functions, create and reconcile reports, demonstrate strong analytical skills, and attention to detail.
• Ability to function calmly in a fast-paced environment managing multiple priorities simultaneously. Ability to positively manage situations of a dynamic nature; to be able to modify plans, actions, and decisions in light of changing situations and circumstances while still meeting, or proposing modified, deadlines.
• Ability to communicate effectively with employees, customers, and other business contacts in a courteous and professional manner.
• Requires 4-6 years of related experience. Experience with SAP or top tier ERP system. HS diploma, or equivalent combination of education and experience.
• Strong customer service focus; ability to problem solve and follow through on customer requests or concerns.

What you need to be prepared for:
Duties are performed while sitting at a desk for long periods of time. Required duties include operating a computer, reading, writing and using a telephone. Walking or standing within the office area may be required for the operation of office equipment and for attending meetings.

Job duties are performed in an office environment utilizing standard office equipment such as a computer, photocopier and telephone. The noise level in the work environment is usually low to moderate.

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

NOTE: This job description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Employees will be required to follow any other job-related instructions and to perform any other job-related duties/functions requested by their supervisor.

FOR OUR SERVICE MEMBERS AND VETERANS
Mizuho OSI values the service Veterans and their family members have given to our country and we support the hiring of returning Service Members and military spouses. If you are a Veteran or wounded warrior and would like assistance with the employment process at Mizuho OSI, please contact HR at (510) 429-1500.

FOR PERSONS WITH DISABILITIES
If you are a person with a disability or a disabled Veteran and are applying for a job with Mizuho OSI, we would like to ensure your application process goes as smoothly as possible. If you need additional assistance, information or answers to your questions, feel free to contact HR at (510) 429-1500.

Hourly Pay Range- $21.36- $41.22