Order Management Representative

12 months

Location: Fully remote, but local to Raleigh/Durham/Cary, NC preferred (for IT support & quarterly meetings).

Job Summary

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.

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

Work Environment

• 100% remote (training included), but must live within 1 hour of Cary, NC 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: 45 weeks (remote, structured, hands-on)
• Shifts: 9-hour shifts (including lunch), fixed schedule (no rotation)
• Quiet, dedicated home office required

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