Order Management Specialist

Mizuho OSI is the leader in the markets for specialty surgery and patient positioning. The company’s portfolio includes specialty surgical tables for procedure-specific approaches that improve patient outcomes in spine and orthopedic surgeries along with disposable and reusable surgical patient care products. Job Summary 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. This role 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: Cohesively work with a dynamic team who share a common goal of building teamwork. Find satisfaction in transacting a high volume of orders to meet customer needs. Enter orders via phone directly from customers. Work in a fast-paced call center environment. Responsibilities 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. 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. Collaborate with Operations and Shipping departments to review open orders that have not shipped and determine next steps where appropriate. Process consignment/demo inventory transaction requests for physical and/or virtual product movement. 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. Research status of order placement and relay information to customer as needed. 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. 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. 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. Support various product audits and audit resolution actions. May be assigned to specific projects by management. Responsible for cleanliness, organization, and overall Sales Operation Department appearance. 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. 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. 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). Qualifications & Requirements Requires 4-6 years of related experience. Experience with SAP or a top-tier ERP system. HS diploma, or equivalent combination of education and experience. 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. Ability to communicate effectively with employees, customers, and other business contacts in a courteous and professional manner. Ability to use Microsoft products such as Outlook and Word. Working knowledge of ERP system for order entry. SAP experience is preferred within a Customer Service/Call Center environment. Able to type a minimum of 50 wpm preferred. Strong customer service focus; ability to problem solve and follow through on customer requests or concerns. Knowledge of medical device or capital equipment orders is a plus. 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 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 perform basic arithmetic functions, create and reconcile reports, demonstrate strong analytical skills, and attention to detail. 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. Ability to establish and accomplish goals independently and to function as a positive and productive team member. 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. Hours 8am- 4:30pm Pacific Standard Time San Francisco Bay Area (Must work fully onsite) Pay Scale: $28/hr- $33/hr EOE Statement Mizuho OSI is an Equal Opportunity Employer and makes business decisions based on job related criteria only. Company policy prohibits unlawful discrimination based on race, color, religious creed, gender, religion, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition including genetic characteristics, sexual orientation, sexual identity, or any other consideration made unlawful by federal, state or local laws. Mizuho OSI conducts criminal conviction background checks and drug screening through a third-party screening vendor which includes searches of address history, criminal convictions, court records, education verification, employment verification and reference checks. In addition, depending on the nature of the position for which you are applying, a motor vehicle driving report, a credit report and/or ID checks in other non‑U.S. countries are also included. Criminal conviction background checks will run after an applicant has received and accepted a conditional offer of employment. After a conditional offer is made and before any background check is performed, applicants will receive background check disclosure and consent forms under state and federal laws, such as the Fair Credit Reporting Act and the Investigative Consumer Reporting Agencies Act. Existence of a criminal record is not an automatic bar to employment. An assessment will be made about whether the conviction has a direct and adverse relationship to the job in question. No job offer will be withdrawn, and no adverse action will be taken against any employee, based on the results of a criminal conviction background check, without an individualized assessment of whether the applicant’s conviction history has direct and adverse relationship with the specific duties of the job in question. Benefits At Mizuho OSI, we believe better solutions and decisions are born of diversity and are proudly an EEO/AA employer. We offer a comprehensive benefits package that includes: medical, dental, vision, life insurance, 401k with matching, educational assistance and more. FOR OUR SERVICE MEMBERS AND VETERANS Mizuho OSI values the service of 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 View phone number on click.appcast.io. 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 View phone number on click.appcast.io. #J-18808-Ljbffr