- Company Name
- Thermo Fisher Scientific
- Job Title
- Lead Order Management Specialist
- Job Description
-
**Job Title:** Lead Order Management Specialist
**Role Summary:**
Lead the end‑to‑end processing of all customer orders, leveraging SAP/Oracle, Salesforce, and EDI portals to ensure accurate, timely fulfillment. Resolve order, pricing, delivery, and invoice inquiries with first‑contact resolution. Act as a liaison between Supply Chain, Logistics, Finance, and Commercial teams to monitor order progress, identify bottlenecks, and recommend workflow improvements. Serve as an informal mentor and process champion to peers.
**Expectations:**
- Maintain 100% accuracy in order entry, updates, cancellations, and expediting.
- Resolve customer issues within established SLA; aim for first‑contact resolution.
- Identify and correct EDI “kick‑out” errors, ensuring seamless data transmission.
- Proactively monitor order pipelines, detect delays, and suggest process efficiencies.
- Collaborate across departments for timely delivery and customer satisfaction.
**Key Responsibilities:**
- Enter, update, cancel, and expedite orders and returns using SAP/Oracle, Salesforce, EDI portals, and other ordering systems.
- Respond to customer inquiries on pricing, availability, delivery status, invoices, credits, and deductions.
- Troubleshoot and resolve EDI transmission errors.
- Follow internal guidelines to complete tasks accurately and on schedule.
- Monitor order progression; identify potential delays; propose corrective actions.
- Collaborate with Supply Chain, Logistics, Finance, and Commercial teams.
- Mentor peers and lead small process improvement initiatives.
- Perform physical tasks such as lifting up to 40 kg, using material handling equipment, and adhering to PPE protocols in a warehouse setting.
**Required Skills:**
- Proficiency in Microsoft 365; familiarity with SAP, Oracle, Salesforce, Ariba, Coupa, and similar ordering systems.
- Strong written and verbal English communication; solution‑focused demeanor.
- Exceptional attention to detail and time‑management in a fast‑paced, team‑oriented environment.
- Analytical problem‑solving: identify root causes and implement practical fixes.
- Ability to guide peers and lead informal mentoring or process initiatives.
**Required Education & Certifications:**
- High school diploma or equivalent required; Associate’s degree preferred.
- 3–4 years of proven experience in customer service, order management, or call center roles, ideally in order or delivery resolution.
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