Order Fulfillment Specialist

Order Fulfillment Specialist

Entry-level opportunity with significant complexity and a strong focus on customer service, problem-solving, analytical thinking, and learning agility. The specialist will interact daily with customers, Sales, and internal stakeholders while managing orders, escalations, and process-related issues.

On-Site Role Hybrid Schedule Remote Mon & Fri On-Site Tues, Wed & Thurs: After Training: Hours: 9am 6pm EST (Can be subject to change for business need) Training Schedule: 8am-5pm EST

Key Responsibilities:

• Manage customer orders, inquiries, and escalations.
• Track orders, review order history, pricing, and product availability.
• Identify process inefficiencies and SOP gaps and contribute to process improvement.
• Navigate multiple systems and communicate solutions clearly to customers.
• Handle a high volume of calls and email requests while maintaining productivity and accuracy.

Systems/Technology:

• Salesforce Service Cloud highly preferred.
• SAP preferred; Roche-specific SAP experience is not required.
• Tableau and Google Workspace.
• Comfortable using AI tools such as Gemini is a plus.
• Strong overall computer literacy and ability to navigate systems efficiently are important.

Ideal Candidate:

• Strong customer service background, preferably in a call center/customer support environment.
• Excellent problem-solving and analytical skills.
• High learning agility and ability to absorb a broad range of information.
• Detail-oriented, proactive, self-motivated, and able to see issues through to resolution.
• Takes ownership rather than immediately escalating problems.
• Strong communication skills and professional presence.
• Healthcare, medical device, diagnostics, or other regulated-industry experience is preferred but not required.

Education:

• Associate degree or higher is preferred/expected.
• Candidates without a degree may still be considered if they have substantial, directly relevant experience (e.g., 10+ years in customer service/order management and strong ERP/CRM experience).

Training & Schedule:

• 912 weeks of onsite, classroom-based training, including shadowing.
• Initial schedule: approximately 9:00 AM6:00 PM, subject to business needs.
• Contract duration: 18 months, with potential opportunities to extend or pursue other positions.