Order Management Specialist

The Logistics Order Fulfilment Specialist position is part of the Customer Service Material Logistics (CS ML) group and supports the Order Administration team. This role is responsible for managing and fulfilling medical equipment spare part, tool, and radioactive source orders while providing exceptional service to both internal and external customers. Key contacts include customers, Field Service Engineers, Technical Support Engineers, the Customer Care Center, Parts Return teams, and XPO/DHL Warehouse Logistics. The specialist responds to incoming inquiries and order requests, tracks and expedites orders as needed, investigates and resolves semi-complex issues, and collaborates closely with cross-functional teams to reconcile spare parts shipments and ensure accurate order fulfillment.

Candidate Requirements

Core Attributes
o Highly organized and detail-oriented
o Adaptive learner with a proactive, results-oriented mindset
o Strong commitment to customer support and teamwork

Communication & Decision-Making
o Excellent written and verbal communication skills
o Ability to analyze information and make sound decisions
o Capable of multitasking effectively in a fast-paced, sometimes stressful environment

Interpersonal Skills
o Strong ability to build and maintain positive working relationships
o Collaborative and team-focused approach

Technical & Flexibility
o Strong computer proficiency
o Flexibility to cover other shifts during staffing shortages

Location & Availability
o Remote position; candidate must reside in the greater Raleigh-Durham (RDU) area
o Participation in an on-call rotation every eight weeks

Key Responsibilities

Place and manage urgent spare part orders in SAP for medical equipment repairs
Support -2,000 field engineers who call or submit requests
Track shipments (FedEx) and troubleshoot order issues
Investigate delays, backorders, and fulfillment problems across multiple warehouse systems (DHL, XPO, etc.)
Perform inventory and basic accounting tasks (ensuring parts are assigned correctly to engineers)
Handle a mix of phone calls and emails in a high-volume, fast-paced environment

Candidate Profile

Strong multitasking, typing, and system navigation skills
Excellent listening and customer service skills (internal customers)
Able to handle high-pressure situations calmly
Detail-oriented and quick learner
Preferred backgrounds :

Customer-facing roles (non-call center preferred)
Coordinators, teachers, technical writers, finance/accounting backgrounds

New graduates also considered
Not ideal :

Candidates with heavy call center job-hopping backgrounds

Additional Details

Experience with SAP or ERP systems is not required (training provided)
Role is a 1-year contract with possible extension
Large hiring ramp-up due to new SAP system rollout in October (increased manual work expected)

Overall

This role is best suited for someone who is organized, tech-savvy, adaptable, and thrives in a fast-paced, problem-solving environment, rather than a traditional call center agent.

Experience :
o Minimum 1+ years work experience (not straight out of high school).
o Call center experience not required.

Skills :
o Strong computer skills (Microsoft Office).
o Ability to multitask in a fast-paced environment.
o Customer service focus-clear communication via phone & email.

SAP experience : Not required (system is highly customized).

Responsibilities

Answer phone calls & emails.
Research and escalate spare part/tool orders.
Track shipments & backorders.
Interact with internal teams (field service engineers) and external vendors/carriers.

Use tools : SAP, Outlook, FedEx/DHL systems.

Work Environment

100% remote (training included), but must live within 1 hour of client location for IT support access
Job is phone-heavy (headset required) with dual monitors
Requires navigating multiple systems simultaneously (SAP, tracking tools, warehouses, email)
Work involves high-stress, urgent requests tied to hospital equipment downtime

Schedule & Training

Training : 4-5 weeks (remote, structured, hands-on)
Shifts : 9-hour shifts (including lunch), fixed schedule (no rotation)
Quiet, dedicated home office required

This is a fully remote, back-office order management role supporting medical imaging equipment (CT, X-ray, ultrasound). The team handles front-end order processing for spare parts used by field service engineers across the U.S.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status